Senior Customer Service Lead & Trainer

3 hours, 10 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, manage, and support offshore customer service agents in a remote environment.
  • Monitor team performance, provide regular coaching and feedback, and support performance improvement.
  • Handle escalations and complex customer interactions when needed.
  • Own onboarding and training for new customer service hires.
  • Conduct call reviews and quality checks to maintain service standards.
  • Maintain training materials, scripts, and documentation to support consistent operations.
  • Ensure high-quality customer support across phone and digital channels.
  • Work with internal teams to improve workflows, processes, and service consistency.
  • Track performance metrics and service KPIs and ensure accurate reporting.
  • Ensure process adherence and support consistent customer satisfaction.

Requirements

  • 10+ years of experience leading or supervising customer service teams.
  • Experience managing offshore or distributed teams.
  • Strong spoken and written English communication skills.
  • Experience using customer service platforms and VOIP systems.
  • Ability to manage priorities effectively in a remote setting.
  • Strong leadership and coaching skills.
  • Customer-first mindset with strong attention to quality.
  • Organized, reliable, and comfortable working with remote teams.
  • Confident communicator with a calm approach under pressure.
  • Experience supporting U.S.-based customers, preferred.
  • Background in facility management, energy, or tech-enabled services, preferred.
  • Experience in startup or scaling environments, preferred.

Benefits

  • Full-time remote role.
  • Working hours aligned to U.S. business hours (EST).
  • Opportunity to lead onboarding, training, and performance programs for a customer service team.
  • Exposure to a fast-paced, scaling environment and cross-functional collaboration.

Interested in this position?

Apply directly on the company website

Apply Now

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