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Senior Customer Service Lead & Trainer

10 hours, 18 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 56

Description

  • Lead, support, and manage a remote customer service team.
  • Monitor agent productivity, service quality, and KPI performance.
  • Conduct regular coaching sessions, performance reviews, and actionable feedback loops.
  • Handle escalated customer concerns and complex service issues.
  • Own onboarding and training for new customer service hires.
  • Develop and maintain training materials, SOPs, scripts, and customer service standards.
  • Perform call reviews, quality assurance checks, and performance evaluations.
  • Ensure high-quality customer support across phone, email, chat, and digital channels.
  • Track and report on customer satisfaction, response times, resolution rates, productivity, and QA performance.
  • Maintain accurate documentation and adherence to internal processes while collaborating on operational improvements.

Requirements

  • 10+ years of experience in customer service leadership, support team supervision, or customer operations management.
  • Proven experience managing offshore teams and distributed remote support environments.
  • Strong spoken and written English communication skills.
  • Excellent coaching, people management, and escalation-handling skills.
  • Strong organizational, multitasking, and follow-through abilities.
  • Experience using customer support platforms, VOIP systems, and ticketing/communication tools.
  • Comfort working independently in a remote environment and managing team workflows efficiently.
  • Experience supporting U.S.-based customers (nice to have).
  • Background in facility management, energy, or tech-enabled services (nice to have).
  • Experience in startup environments, scaling operational teams, or KPI-driven support organizations (nice to have).

Benefits

  • Full-time remote position.
  • Working hours aligned to U.S. business hours (EST).
  • Opportunity to shape training systems and support standards.
  • Direct impact on customer experience and team performance.
  • Growth opportunities into customer support manager, head of customer experience, or operations leadership roles.

Interested in this position?

Apply directly on the company website

Apply Now

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