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Senior Customer Service Lead & Trainer

6 hours, 35 minutes ago
Pakistan
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023
View All Jobs 387

Description

  • Lead and manage a distributed customer service team.
  • Monitor agent productivity, quality, attendance, and KPI performance.
  • Conduct one-on-one coaching, performance reviews, and improvement plans.
  • Own onboarding and training for new hires, including materials, SOPs, scripts, and quality standards.
  • Conduct call reviews and QA evaluations to ensure process and service adherence.
  • Coach agents on communication, professionalism, problem-solving, and customer handling.
  • Handle complex or escalated customer concerns across phone, email, chat, and other digital channels.
  • Track and report on CSAT, response times, resolution rates, productivity, QA scores, and training performance.
  • Maintain accurate documentation and operational records.
  • Collaborate with other departments to resolve recurring customer and operational issues.

Requirements

  • 10+ years of experience in customer service leadership, support supervision, or customer operations management.
  • Experience managing remote and/or offshore customer service teams.
  • Experience with employee coaching, training, and performance management.
  • Experience conducting call reviews and quality assurance.
  • Strong escalation management and customer problem-solving skills.
  • Excellent spoken and written English.
  • Strong organizational and multitasking abilities.
  • Experience with customer support platforms, VOIP systems, ticketing systems, and digital communication tools.
  • Comfortable working independently in a remote environment.
  • Ability to work U.S. EST business hours.
  • Experience supporting U.S.-based customers (preferred).
  • Background in facility management, energy, or tech-enabled services (preferred).
  • Experience in startup or high-growth environments (preferred).
  • Experience scaling customer support teams (preferred).
  • Strong knowledge of KPI-driven customer service operations (preferred).
  • Experience developing SOPs, QA scorecards, and training programs (preferred).

Benefits

  • Full-time remote position.
  • Work U.S. business hours (EST).
  • High ownership over customer service quality and team performance.
  • Opportunity to shape QA standards and training systems.
  • Career growth opportunities into customer support and customer experience leadership roles.

Interested in this position?

Apply directly on the company website

Apply Now

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