RemoteLeaf Logo
Log in Sign up

Senior Customer Service Lead & Trainer

3 hours, 48 minutes ago
Pakistan
Full-time
Lead
Customer Support
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 378

Description

  • Lead and manage a distributed customer service team.
  • Monitor productivity, attendance, quality, KPIs, and performance improvement plans.
  • Conduct one-on-one coaching, performance reviews, call reviews, and QA evaluations.
  • Own onboarding and training programs, including SOPs, scripts, guidelines, and quality standards.
  • Handle escalated customer concerns across phone, email, chat, and digital channels.
  • Track customer satisfaction, response times, resolution rates, productivity, QA scores, and training outcomes.
  • Identify recurring customer and operational issues and recommend improvements.
  • Maintain documentation, operational records, and consistent service standards.
  • Collaborate with internal departments to resolve customer and operational issues.

Requirements

  • 10+ years of experience in customer service leadership, support supervision, or customer operations management.
  • Experience managing remote or offshore customer service teams.
  • Strong experience in coaching, training, performance management, call reviews, and quality assurance.
  • Strong escalation management, customer problem-solving, and communication skills.
  • Excellent spoken and written English.
  • Experience with customer support platforms, VOIP systems, ticketing systems, digital communication tools, and reporting systems.
  • Strong organization, multitasking, follow-through, and independent remote-work abilities.
  • Availability during U.S. EST business hours.
  • Experience supporting U.S.-based customers preferred.
  • Experience in facility management, energy, tech-enabled services, startups, team scaling, KPI-driven operations, SOPs, QA scorecards, or coaching frameworks preferred.
  • Completion of a required Spark Hire one-way video interview.

Benefits

  • Full-time remote position.
  • Work during U.S. business hours, EST.
  • High ownership and visibility across customer experience and operations.
  • Opportunity to shape QA standards, training systems, and support processes.
  • Career growth opportunities toward Customer Support Manager, Head of Customer Experience, Training & Quality Manager, or Customer Operations leadership.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Oddin.gg

Customer Support Specialist

Oddin.gg 51-250 Hotels, Restaurants & Leisure

Oddin.gg is hiring a Customer Support Specialist in Prague to support global B2B clients during live esports betting operations and help maintain accurate, reliable 24/7 service.

Czech Republic Contract Mid Level Customer Support
Grafana HubSpot JIRA JSON
3 hours, 3 minutes ago
Minted

Seasonal E-Commerce Stationery Order Specialist - 2026

Minted 251-1K Professional Services

Minted is hiring a remote seasonal Customer Service Representative from September through December 2026 to provide personalized, multi-channel support and resolve customized product and fulfillment issues for its design marketplace customers.

United States Contract Mid Level Customer Support
$37k-$40k
CRM E-commerce Salesforce
3 hours, 3 minutes ago
PointClickCare

Canada - Sr. Solutions Analyst (Clinical)

PointClickCare 1K-5K Health Care Providers & Services

PointClickCare is seeking a Senior Solutions Analyst to support customers using its cloud-based healthcare software, troubleshoot complex issues, and deliver timely resolutions for long-term care and medical facilities.

Canada Full-time Senior Customer Support
$48k-$53k
3 hours, 3 minutes ago
Evry Health

Bilingual Commercial Health Call Center Representative (Spanish)

Evry Health 11-50 Insurance

Evry Health, Globe Life’s major medical division, is seeking a bilingual Customer Service Representative to support commercial health plan members and providers remotely by resolving benefit, eligibility, claims, and billing inquiries.

United States Full-time Junior Customer Support
$55k-$55k
CRM Salesforce
3 hours, 18 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers