Senior Customer Service Lead & Trainer
Full-Time Remote | U.S. Business Hours (EST)
About the Role
We’re hiring a highly experienced and people-focused Senior Customer Service Lead & Trainer to lead, coach, and elevate a remote customer service team supporting U.S.-based customers.
This is not just a supervisory role — you will play a direct role in:
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improving team performance,
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developing training systems,
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maintaining service quality,
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handling escalations,
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and ensuring a consistently excellent customer experience.
You’ll work closely with offshore customer service representatives while partnering with leadership to improve workflows, strengthen communication standards, and build a high-performing support culture.
If you are a strong coach, calm under pressure, and passionate about customer experience and team development — this role is for you.
What You’ll OwnTeam Leadership & Performance Management-
Lead, support, and manage remote customer service representatives
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Monitor daily team performance and service quality
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Conduct regular coaching sessions and performance reviews
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Provide clear, actionable feedback to improve communication and efficiency
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Handle escalated customer interactions professionally and effectively
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Foster a customer-first, accountability-driven support culture
Training & Onboarding-
Own onboarding and training processes for new customer service hires
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Develop and maintain:
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training materials,
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SOPs,
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scripts,
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call standards,
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and support documentation
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Conduct:
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call reviews,
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QA evaluations,
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and coaching sessions
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Ensure new hires ramp quickly and meet performance expectations
Customer Experience & Service Operations-
Ensure consistent, high-quality customer support across:
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phone,
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email,
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chat,
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and digital communication channels
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Improve customer satisfaction through structured coaching and operational consistency
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Collaborate with internal teams to streamline support workflows and reduce friction
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Maintain professionalism and responsiveness across all customer interactions
Reporting, QA & Documentation-
Track and analyze customer service KPIs and team performance metrics
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Monitor:
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service quality,
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response times,
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escalations,
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and productivity trends
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Maintain accurate documentation and adherence to operational processes
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Ensure service standards and quality benchmarks remain consistent
✅ Required Experience & Skills-
10+ years of customer service leadership or supervisory experience
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Experience managing offshore or distributed customer service teams
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Strong spoken and written English communication skills
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Experience using:
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customer service platforms,
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ticketing systems,
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VOIP tools,
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and communication software
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Strong coaching, mentoring, and performance management abilities
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Ability to manage priorities independently in a remote environment
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Experience supporting U.S.-based customers
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Background in:
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facility management,
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energy,
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SaaS,
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or tech-enabled services
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Startup or high-growth operational experience
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Experience building or improving customer service training systems
What Makes You a Great Fit-
You lead with accountability, structure, and professionalism
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You are calm under pressure and confident handling escalations
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You genuinely enjoy coaching and developing people
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You are highly organized and operationally disciplined
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You thrive in fast-paced remote environments
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You focus on consistency, quality, and customer satisfaction
What a Typical Day Looks Like
Your day may include:
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Coaching and supporting customer service agents
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Reviewing calls, tickets, and QA performance
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Conducting onboarding and training sessions
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Handling escalated customer situations
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Reviewing service metrics and team KPIs
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Collaborating with internal departments to improve workflows
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Updating SOPs, scripts, and training documentation
In short:
You ensure the customer service team performs at a high level while delivering a professional and consistent customer experience.
Key Metrics for Success (KPIs)-
Customer satisfaction and service quality scores
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Team productivity and operational efficiency
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Training effectiveness and onboarding success
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Escalation resolution quality and speed
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QA consistency and process adherence
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Employee performance improvement over time
Why This Role Stands Out-
Lead and shape a remote customer support operation
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Direct impact on customer experience and team performance
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Opportunity to improve systems, training, and operational quality
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Work closely with leadership in a growing environment
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Remote flexibility with long-term growth potential
Interview Process-
Initial Phone Screen
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Video Interview with Pavago Recruiter
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Practical Assessment
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Client Interview
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Offer & Onboarding
Apply Now
If you’re:
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an experienced customer service leader,
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passionate about coaching and operational excellence,
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and confident managing remote support teams,
we’d love to hear from you.
