Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) – Remote | EST
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
We’re hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers.
This is not just a supervisory role — you will own team performance, training systems, and service quality.
You’ll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.
If you’ve led remote teams, built training systems, and improved performance — this role is built for you.
What You’ll OwnTeam Leadership & Performance Management (Core Responsibility)-
Lead and manage offshore customer service agents
-
Monitor team KPIs and daily performance
-
Provide structured coaching and feedback
-
Handle escalations and complex customer issues
-
Drive accountability and performance improvement
Training & Onboarding (Critical)-
Own onboarding process for all new hires
-
Develop and maintain:
-
Training materials
-
SOPs
-
Call scripts
-
Conduct:
-
Call reviews
-
Quality audits
-
Coaching sessions
-
Ensure new hires ramp quickly and effectively
Quality Assurance & Customer Experience-
Maintain high standards across:
-
Phone support
-
Email/chat channels
-
Ensure consistency in tone, accuracy, and service quality
-
Improve CSAT and customer experience outcomes
-
Standardize service delivery across the team
Operations & Process Improvement-
Identify gaps in workflows and customer experience
-
Work cross-functionally to improve systems and processes
-
Reduce escalations through better training and systems
-
Build scalable support processes
Tools, Reporting & Documentation-
Use customer service platforms and VOIP systems
-
Track and report on:
-
CSAT
-
Response times
-
Resolution rates
-
Agent productivity
-
Ensure accurate documentation and SOP adherence
What Makes You a Strong Fit-
You are a leader first, not just a manager
-
You know how to coach and improve people
-
You care deeply about customer experience and quality
-
You are structured, organized, and process-driven
-
You stay calm and decisive under pressure
Required Experience & Skills-
10+ years experience in customer service leadership
-
Proven experience managing remote/offshore teams
-
Strong English communication (verbal + written)
-
Experience with:
-
Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
-
VOIP/call systems
-
Strong ability to manage priorities in a remote environment
Nice to Have-
Experience supporting U.S.-based customers
-
Background in:
-
Facility management
-
Energy
-
Tech-enabled services
-
Experience in:
-
Experience building training programs from scratch
What a Typical Day Looks Like-
Review team performance and KPIs
-
Coach agents and provide feedback
-
Conduct call reviews and QA checks
-
Support onboarding and training sessions
-
Handle escalations and complex cases
-
Collaborate with internal teams on improvements
In short:
You ensure the team performs at a high, consistent level — every day.
Key Metrics (KPIs)-
Customer satisfaction (CSAT) and service quality
-
Team productivity and performance metrics
-
Training effectiveness and onboarding success
-
Escalation resolution speed and quality
-
Process adherence and consistency
Why This Role Stands Out-
High ownership of team performance and outcomes
-
Direct impact on customer experience and retention
-
Opportunity to build and scale training systems
-
Leadership visibility and influence across operations
-
Growth path into senior operations or CX leadership roles
Interview Process-
Initial Phone Screen
-
Video Interview with Pavago Recruiter
-
Practical Assessment (training/QA scenario)
-
Client Interview
-
Offer & Onboarding
Apply Now
If you:
-
Have led remote customer service teams
-
Know how to coach, train, and improve performance
-
Thrive in fast-paced, high-accountability environments
This role is a strong fit.
