Senior Customer Service Lead & Trainer
Job Title: Senior Customer Service Lead & Trainer
Position Type: Full-Time, Remote
Working Hours: U.S. business hours (EST)
About the role
We are seeking a Senior Customer Service Lead & Trainer to lead and support a remote customer service team serving U.S.-based customers. This role focuses on team leadership, training, performance management, and service quality.
You will be responsible for onboarding new hires, coaching existing team members, monitoring KPIs, and ensuring a consistent and professional customer experience across all support channels.
Responsibilities
Team Leadership & Performance
- Lead, manage, and support offshore customer service agents
- Monitor team performance and provide regular coaching and feedback
- Handle escalations and complex customer interactions when needed
Training & Onboarding
- Own onboarding and training for new customer service hires
- Conduct call reviews and quality checks
- Maintain training materials, scripts, and service standards
Customer Experience & Operations
- Ensure high-quality customer support across phone and digital channels
- Maintain service consistency and customer satisfaction
- Work with internal teams to improve workflows and processes
Tool, Reporting & Documentation
- Use customer service and communication tools effectively
- Track performance metrics and service KPIs
- Ensure accurate documentation and process adherence
What Makes You a Perfect Fit
- Strong leadership and coaching skills
- Customer-first mindset with attention to quality
- Organized, reliable, and comfortable managing remote teams
- Confident communicator with a calm approach under pressure
- Adaptable in fast-paced environments
Required Experience & Skills (Minimum)
- 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 in a remote setting
Ideal Experience & Skills
- Experience supporting U.S.-based customers
- Background in facility management, energy, or tech-enabled services
- Experience in startup or scaling environments
What Does a Typical Day Look Like ?
You will:
- Support and coach customer service agents
- Review calls and performance metrics
- Assist with onboarding and training
- Handle escalations and service issues
- Collaborate with internal teams
In essence: you ensure the team performs consistently while delivering a strong customer experience.
Key Metrics for Success (KPIs)
- Customer satisfaction and service quality
- Team productivity and performance
- Training effectiveness and onboarding success
- Escalation resolution and process adherence
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Assessment
- Client Interview
- Offer & Onboarding
#LI-AG1
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Serve Oregon residents as a Benefits Support Staff (Public Benefits Specialist, Entry) in St. Helens, delivering high-volume front-desk, phone, and eligibility support with a person-centered, trauma-informed approach.
Provide proactive onboarding and real-time operational support to Fetch's Valet Trash 1099 Service Partners, ensuring smooth operations and excellent partner experience.
Lead and coach a remote team of Technical Account Managers to drive exceptional customer outcomes and scale personalized support for Twilio’s strategic customers.
Mark Rink seeks a personable Entry Level Customer Service Assistant to manage multi-channel customer inquiries and support client success from our Boston office.
PracticeTek is hiring a customer-focused Software Onboarding Representative to manage onboarding projects and drive successful implementations of ChiroTouch for chiropractic practices.
High-performing Customer Success Manager needed to nurture emerging dispensary accounts, de-escalate complex issues, and drive adoption across Flowhub's platform.
VITL is hiring a Customer Onboarding Specialist to guide new clinic partners through activation and early adoption of its e-prescribing platform.
pavago - thinking globally to grow locally 🌍 welcome to pavago, where the world is your talent pool. we believe in a borderless future where businesses can harness the best of international expertise without breaking the bank. 🌟 why choose pav...
110 jobs
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
