Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
Location: Remote (LATAM, Philippines, Pakistan, South Africa Preferred)

About the Role

We are seeking a highly experienced Senior Customer Service Lead & Trainer to lead, coach, and support a remote customer service team serving U.S.-based customers.

This role combines leadership, performance management, onboarding, training, and customer experience oversight. You will play a critical role in ensuring agents consistently deliver professional, high-quality support while maintaining operational efficiency and service standards across all communication channels.

The ideal candidate is a strong communicator, experienced people leader, and customer service professional who thrives in fast-paced remote environments and knows how to build high-performing support teams through coaching, accountability, and process improvement.

What You’ll OwnTeam Leadership & Performance Management
  • Lead, manage, and support remote customer service representatives across daily operations
  • Monitor individual and team performance against established KPIs and service standards
  • Provide regular coaching, mentorship, and performance feedback to team members
  • Handle escalated customer concerns and support complex issue resolution
  • Foster accountability, professionalism, and strong customer service culture across the team
Training & Onboarding
  • Own onboarding and training processes for new customer service hires
  • Conduct call reviews, QA evaluations, and coaching sessions regularly
  • Maintain and improve training documentation, scripts, SOPs, and service workflows
  • Identify knowledge gaps and implement ongoing learning and development initiatives
  • Ensure all agents are aligned with communication standards and operational procedures
Customer Experience & Service Operations
  • Ensure consistent, high-quality customer support across phone, email, and digital channels
  • Monitor service quality and customer satisfaction trends
  • Support operational improvements that enhance customer experience and team efficiency
  • Collaborate with internal departments to resolve recurring customer issues and improve workflows
  • Help maintain service consistency across distributed or offshore teams
Reporting, Tools & Documentation
  • Track and report on customer service KPIs, QA scores, and operational performance metrics
  • Utilize customer service platforms, VOIP systems, and communication tools effectively
  • Ensure accurate documentation, ticket management, and process adherence
  • Assist leadership with reporting insights, staffing observations, and process recommendations
What Makes You a Great Fit
  • You are a strong leader and coach who enjoys developing people and improving performance
  • You maintain a customer-first mindset while balancing operational accountability
  • You are organized, proactive, and comfortable managing remote or offshore teams
  • You communicate calmly and professionally under pressure
  • You thrive in fast-moving environments and can adapt quickly to operational changes
  • You take ownership of both customer outcomes and team success
Required Experience & Skills
  • 10+ years of customer service leadership or team management experience
  • Experience managing offshore or distributed customer support teams
  • Strong spoken and written English communication skills
  • Experience using customer service software, ticketing systems, and VOIP platforms
  • Strong coaching, onboarding, and performance management experience
  • Ability to prioritize and manage multiple responsibilities in a remote environment
Preferred Experience
  • Experience supporting U.S.-based customers and service operations
  • Background in facility management, energy, home services, SaaS, or tech-enabled businesses
  • Experience in startup, scaling, or high-growth operational environments
  • Familiarity with QA scorecards, workforce management, or customer support analytics
What a Typical Day Looks Like
A Senior Customer Service Lead & Trainer’s day revolves around supporting agents, improving service quality, and maintaining operational consistency. You will:
  • Coach and support customer service agents throughout the day
  • Review calls, tickets, and QA metrics to identify coaching opportunities
  • Conduct onboarding sessions and ongoing training initiatives
  • Assist with escalations and complex customer situations
  • Collaborate with internal teams to improve workflows and service processes
  • Track team performance metrics and operational KPIs

In short: you ensure the customer service team operates efficiently, delivers excellent customer experiences, and continuously improves through structured coaching and leadership.

Key Metrics for Success (KPIs)
  • Customer satisfaction and service quality scores
  • Team productivity and KPI performance
  • Training effectiveness and onboarding success rates
  • Escalation resolution quality and response times
  • QA compliance and process adherence
  • Employee performance improvement and retention
Interview Process
  • Initial Phone Screen
  • Video Interview with Pavago Recruiter
  • Practical Assessment
  • Client Interview
  • Offer & Onboarding

#CustomerService #CustomerSupport #TeamLead #CustomerExperience #RemoteJobs #CallCenter #Operations #Training #Leadership #RemoteWork #CustomerSuccess

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