Senior Customer Service Lead & Trainer – Team Leadership & Customer Experience | Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
At Pavago, one of our clients is hiring an experienced Senior Customer Service Lead & Trainer to lead, coach, and develop a remote customer support team serving U.S.-based customers.
This is more than a traditional customer service position. You’ll take ownership of team performance, employee training, quality assurance, escalations, and overall customer experience .
You’ll ensure agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels while using coaching and performance data to continuously improve the team.
If you’re an experienced customer service leader who knows how to develop people, improve performance, maintain accountability, and build strong service standards , this role is a strong fit.
What You’ll Own
Team Leadership & Performance
Lead and manage a distributed customer service team
Monitor agent productivity, quality, attendance, and KPI performance
Conduct regular one-on-one coaching and performance reviews
Provide clear, actionable feedback to improve performance
Hold team members accountable to service and productivity standards
Identify performance gaps and implement improvement plans
Track progress following coaching and corrective actions
Build a consistent, accountable, and high-performing remote team culture
Training & Onboarding
Own onboarding and training for new customer service hires
Develop and maintain:
Training materials
Standard Operating Procedures (SOPs)
Call scripts
Customer service guidelines
Quality standards
Conduct structured training and coaching sessions
Review calls and customer interactions to identify training opportunities
Ensure new hires are fully prepared before independently handling customers
Continuously improve training programs based on recurring performance gaps
Quality Assurance & Coaching
Conduct regular call reviews and QA evaluations
Monitor adherence to scripts, processes, and customer experience standards
Identify recurring quality issues across the team
Coach agents on:
Communication
Professionalism
Problem-solving
Customer handling
Process adherence
Track improvement following coaching sessions
Maintain consistent QA standards across the customer support operation
Customer Experience & Escalations
Handle complex or escalated customer concerns professionally
Ensure customers receive consistent support across:
Phone
Email
Chat
Other digital communication channels
Maintain high standards for tone, responsiveness, and professionalism
Identify recurring customer pain points and recommend improvements
Help resolve operational issues affecting customer satisfaction
Support agents in navigating difficult or sensitive customer situations
Customer Support Operations & Reporting
Track and report on:
Customer satisfaction
Response times
Resolution rates
Agent productivity
QA scores
Training performance
Maintain accurate documentation and operational records
Use customer service platforms, VOIP systems, ticketing tools, and reporting systems effectively
Identify trends and recurring performance issues through support data
Collaborate with other departments to resolve recurring customer or operational issues
Requirements
10+ years of experience in customer service leadership, support supervision, or customer operations management
Proven experience managing remote and/or offshore customer service teams
Strong experience with employee coaching, training, and performance management
Experience conducting call reviews and quality assurance evaluations
Strong escalation management and customer problem-solving skills
Excellent spoken and written English
Strong organizational and multitasking abilities
Experience working with:
Customer support platforms
VOIP systems
Ticketing systems
Digital communication tools
Comfortable working…