Senior Customer Service Lead & Trainer at Pavago

, , Kenya -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

0.0

Posted On

25 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Performance Management, Training, Onboarding, Quality Assurance, Escalation Handling, KPI Monitoring, Customer Satisfaction, Workflow Improvement, Reporting, VOIP Systems, Remote Team Management, Communication, Adaptability

Industry

Staffing and Recruiting

Description

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

Responsibilities

This role involves leading, managing, and supporting an offshore customer service team, focusing heavily on coaching agents, monitoring performance metrics, and handling complex customer escalations. The lead is also responsible for owning the onboarding process and maintaining high service standards across all support channels.