Senior Customer Service Lead & Trainer

22 hours, 45 minutes ago
Full-time
Lead
Customer and Technical Support
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

Description

  • Lead and manage a distributed customer service team.
  • Monitor agent productivity, attendance, quality, and KPI performance.
  • Conduct one-on-one coaching, performance reviews, and corrective action follow-up.
  • Own onboarding and training for new customer service hires.
  • Develop and maintain training materials, SOPs, call scripts, service guidelines, and quality standards.
  • Conduct call reviews and QA evaluations, identifying recurring quality and performance issues.
  • Handle complex customer escalations and support agents with sensitive customer situations.
  • Maintain consistent support standards across phone, email, chat, and other digital channels.
  • Track and report on CSAT, response and resolution times, QA scores, productivity, and training performance.
  • Analyze support data and collaborate with internal teams to resolve recurring operational and customer 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 coaching, training, and managing employee performance.
  • Experience conducting call reviews and quality assurance evaluations.
  • Strong escalation management and customer problem-solving skills.
  • Excellent spoken and written English, organizational skills, and ability to multitask.
  • Experience with customer support platforms, VOIP systems, ticketing systems, and digital communication tools.
  • Ability to work independently in a remote environment during U.S. EST business hours.
  • Experience supporting U.S.-based customers, preferably in facility management, energy, or tech-enabled services.
  • Experience in startup or high-growth environments, scaling support teams, and developing SOPs, QA scorecards, training programs, or coaching frameworks (preferred).

Benefits

  • Full-time remote position.
  • High ownership over customer service quality, team performance, training, and QA standards.
  • Career growth opportunities toward Customer Support Manager, Head of Customer Experience, Training & Quality Manager, or Customer Operations leadership.
  • Strong visibility across operations and customer experience.

Interested in this position?

Apply directly on the company website

Apply Now

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