Senior Customer Service Lead & Trainer

1 hour, 5 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 offshore customer service agents and oversee daily team performance.
  • Monitor KPIs, response times, resolution rates, and agent productivity.
  • Provide structured coaching, feedback, and performance improvement support to agents.
  • Handle escalations and complex customer issues.
  • Own the onboarding process for all new hires and ensure effective ramp-up.
  • Develop and maintain training materials, SOPs, and call scripts.
  • Conduct call reviews, quality audits, and coaching sessions.
  • Maintain consistent service quality across phone, email, and chat support channels.
  • Identify workflow gaps and collaborate cross-functionally to improve systems and processes.
  • Track, report, and document customer service metrics and SOP adherence.

Requirements

  • 10+ years of experience in customer service leadership.
  • Proven experience managing remote or offshore teams.
  • Strong verbal and written English communication skills.
  • Experience with customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
  • Experience with VOIP or call systems.
  • Strong ability to manage priorities in a remote environment.
  • Experience supporting U.S.-based customers (preferred).
  • Background in facility management, energy, or tech-enabled services (preferred).
  • Experience in startups or scaling teams (preferred).
  • Experience building training programs from scratch (preferred).

Benefits

  • Remote position with working hours aligned to U.S. business hours (EST).
  • Full-time employment.
  • Opportunity for high ownership of team performance and outcomes.
  • Direct impact on customer experience and retention.
  • Opportunity to build and scale training systems.
  • Leadership visibility and influence across operations.
  • Growth path into senior operations or CX leadership roles.

Interested in this position?

Apply directly on the company website

Apply Now

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