Senior Customer Service Lead & Trainer

Description

Summary: Seeking a highly experienced and people-focused Senior Customer Service Lead & Trainer to lead, coach, and elevate a remote customer service team. Highlights: 1. Lead and shape a remote customer support operation 2. Direct impact on customer experience and team performance 3. Opportunity to improve systems, training, and operational quality **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: * improving team performance, * developing training systems, * maintaining service quality, * handling escalations, * 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 Own****Team Leadership \& Performance Management*** Lead, support, and manage remote customer service representatives * Monitor daily team performance and service quality * Conduct regular coaching sessions and performance reviews * Provide clear, actionable feedback to improve communication and efficiency * Handle escalated customer interactions professionally and effectively * Foster a customer\-first, accountability\-driven support culture **Training \& Onboarding*** Own onboarding and training processes for new customer service hires * Develop and maintain: * + training materials, + SOPs, + scripts, + call standards, + and support documentation * Conduct: * + call reviews, + QA evaluations, + and coaching sessions * Ensure new hires ramp quickly and meet performance expectations **Customer Experience \& Service Operations*** Ensure consistent, high\-quality customer support across: * + phone, + email, + chat, + and digital communication channels * Improve customer satisfaction through structured coaching and operational consistency * Collaborate with internal teams to streamline support workflows and reduce friction * Maintain professionalism and responsiveness across all customer interactions **Reporting, QA \& Documentation*** Track and analyze customer service KPIs and team performance metrics * Monitor: * + service quality, + response times, + escalations, + and productivity trends * Maintain accurate documentation and adherence to operational processes * Ensure service standards and quality benchmarks remain consistent **✅ Required Experience \& Skills*** 10\+ years of customer service leadership or supervisory experience * Experience managing offshore or distributed customer service teams * Strong spoken and written English communication skills * Experience using: * + customer service platforms, + ticketing systems, + VOIP tools, + and communication software * Strong coaching, mentoring, and performance management abilities * Ability to manage priorities independently in a remote environment * **Preferred Qualifications** * Experience supporting U.S.\-based customers * Background in: * + facility management, + energy, + SaaS, + or tech\-enabled services * Startup or high\-growth operational experience * Experience building or improving customer service training systems **What Makes You a Great Fit*** You lead with accountability, structure, and professionalism * You are calm under pressure and confident handling escalations * You genuinely enjoy coaching and developing people * You are highly organized and operationally disciplined * You thrive in fast\-paced remote environments * You focus on consistency, quality, and customer satisfaction **What a Typical Day Looks Like** Your day may include: * Coaching and supporting customer service agents * Reviewing calls, tickets, and QA performance * Conducting onboarding and training sessions * Handling escalated customer situations * Reviewing service metrics and team KPIs * Collaborating with internal departments to improve workflows * 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 * Team productivity and operational efficiency * Training effectiveness and onboarding success * Escalation resolution quality and speed * QA consistency and process adherence * Employee performance improvement over time **Why This Role Stands Out*** Lead and shape a remote customer support operation * Direct impact on customer experience and team performance * Opportunity to improve systems, training, and operational quality * Work closely with leadership in a growing environment * Remote flexibility with long\-term growth potential **Interview Process*** Initial Phone Screen * Video Interview with Pavago Recruiter * Practical Assessment * Client Interview * Offer \& Onboarding **Apply Now** If you’re: * an experienced customer service leader, * passionate about coaching and operational excellence, * and confident managing remote support teams, we’d love to hear from you.