Senior Customer Service Lead & Trainer at Pavago

, , Kenya -

Full Time

Start Date

Immediate

Expiry Date

05 Aug, 26

Salary

0.0

Posted On

07 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Performance Management, Onboarding, Training, Customer Experience, Coaching, QA Evaluations, KPI Tracking, Conflict Resolution, Remote Team Management, English Communication, Ticketing Systems, VOIP Platforms, Process Improvement, SOP Development, Stakeholder Collaboration

Industry

Staffing and Recruiting

Description

Senior Customer Service Lead & Trainer Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST) Location: Remote (LATAM, Philippines, Pakistan, South Africa Preferred) About the Role We are seeking a highly experienced Senior Customer Service Lead & Trainer to lead, coach, and support a remote customer service team serving U.S.-based customers. This role combines leadership, performance management, onboarding, training, and customer experience oversight. You will play a critical role in ensuring agents consistently deliver professional, high-quality support while maintaining operational efficiency and service standards across all communication channels. The ideal candidate is a strong communicator, experienced people leader, and customer service professional who thrives in fast-paced remote environments and knows how to build high-performing support teams through coaching, accountability, and process improvement. What You’ll OwnTeam Leadership & Performance Management • Lead, manage, and support remote customer service representatives across daily operations • Monitor individual and team performance against established KPIs and service standards • Provide regular coaching, mentorship, and performance feedback to team members • Handle escalated customer concerns and support complex issue resolution • Foster accountability, professionalism, and strong customer service culture across the team Training & Onboarding • Own onboarding and training processes for new customer service hires • Conduct call reviews, QA evaluations, and coaching sessions regularly • Maintain and improve training documentation, scripts, SOPs, and service workflows • Identify knowledge gaps and implement ongoing learning and development initiatives • Ensure all agents are aligned with communication standards and operational procedures Customer Experience & Service Operations • Ensure consistent, high-quality customer support across phone, email, and digital channels • Monitor service quality and customer satisfaction trends • Support operational improvements that enhance customer experience and team efficiency • Collaborate with internal departments to resolve recurring customer issues and improve workflows • Help maintain service consistency across distributed or offshore teams Reporting, Tools & Documentation • Track and report on customer service KPIs, QA scores, and operational performance metrics • Utilize customer service platforms, VOIP systems, and communication tools effectively • Ensure accurate documentation, ticket management, and process adherence • Assist leadership with reporting insights, staffing observations, and process recommendations What Makes You a Great Fit • You are a strong leader and coach who enjoys developing people and improving performance • You maintain a customer-first mindset while balancing operational accountability • You are organized, proactive, and comfortable managing remote or offshore teams • You communicate calmly and professionally under pressure • You thrive in fast-moving environments and can adapt quickly to operational changes • You take ownership of both customer outcomes and team success Required Experience & Skills • 10+ years of customer service leadership or team management experience • Experience managing offshore or distributed customer support teams • Strong spoken and written English communication skills • Experience using customer service software, ticketing systems, and VOIP platforms • Strong coaching, onboarding, and performance management experience • Ability to prioritize and manage multiple responsibilities in a remote environment Preferred Experience • Experience supporting U.S.-based customers and service operations • Background in facility management, energy, home services, SaaS, or tech-enabled businesses • Experience in startup, scaling, or high-growth operational environments • Familiarity with QA scorecards, workforce management, or customer support analytics What a Typical Day Looks Like A Senior Customer Service Lead & Trainer’s day revolves around supporting agents, improving service quality, and maintaining operational consistency. You will: • Coach and support customer service agents throughout the day • Review calls, tickets, and QA metrics to identify coaching opportunities • Conduct onboarding sessions and ongoing training initiatives • Assist with escalations and complex customer situations • Collaborate with internal teams to improve workflows and service processes • Track team performance metrics and operational KPIs In short: you ensure the customer service team operates efficiently, delivers excellent customer experiences, and continuously improves through structured coaching and leadership. Key Metrics for Success (KPIs) • Customer satisfaction and service quality scores • Team productivity and KPI performance • Training effectiveness and onboarding success rates • Escalation resolution quality and response times • QA compliance and process adherence • Employee performance improvement and retention Interview Process • Initial Phone Screen • Video Interview with Pavago Recruiter • Practical Assessment • Client Interview • Offer & Onboarding #CustomerService #CustomerSupport #TeamLead #CustomerExperience #RemoteJobs #CallCenter #Operations #Training #Leadership #RemoteWork #CustomerSuccess

Responsibilities

Lead and coach a remote customer service team to ensure high-quality support for U.S.-based customers. Oversee onboarding, training, and performance management while optimizing service workflows and operational efficiency.