Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) – Remote | ESTPosition Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST)About the RoleWe’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 agentsMonitor team KPIs and daily performanceProvide structured coaching and feedbackHandle escalations and complex customer issuesDrive accountability and performance improvementTraining & Onboarding (Critical)Own onboarding process for all new hiresDevelop and maintain:Training materialsSOPsCall scriptsConduct:Call reviewsQuality auditsCoaching sessionsEnsure new hires ramp quickly and effectivelyQuality Assurance & Customer ExperienceMaintain high standards across:Phone supportEmail/chat channelsEnsure consistency in tone, accuracy, and service qualityImprove CSAT and customer experience outcomesStandardize service delivery across the teamOperations & Process ImprovementIdentify gaps in workflows and customer experienceWork cross-functionally to improve systems and processesReduce escalations through better training and systemsBuild scalable support processesTools, Reporting & DocumentationUse customer service platforms and VOIP systemsTrack and report on:CSATResponse timesResolution ratesAgent productivityEnsure accurate documentation and SOP adherenceWhat Makes You a Strong FitYou are a leader first, not just a managerYou know how to coach and improve peopleYou care deeply about customer experience and qualityYou are structured, organized, and process-drivenYou stay calm and decisive under pressureRequired Experience & Skills10+ years experience in customer service leadershipProven experience managing remote/offshore teamsStrong English communication (verbal + written)Experience with:Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)VOIP/call systemsStrong ability to manage priorities in a remote environmentNice to HaveExperience supporting U.S.-based customersBackground in:Facility managementEnergyTech-enabled servicesExperience in:StartupsScaling teamsExperience building training programs from scratchWhat a Typical Day Looks LikeReview team performance and KPIsCoach agents and provide feedbackConduct call reviews and QA checksSupport onboarding and training sessionsHandle escalations and complex casesCollaborate with internal teams on improvementsIn short: You ensure the team performs at a high, consistent level — every day.Key Metrics (KPIs)Customer satisfaction (CSAT) and service qualityTeam productivity and performance metricsTraining effectiveness and onboarding successEscalation resolution speed and qualityProcess adherence and consistencyWhy This Role Stands OutHigh ownership of team performance and outcomesDirect impact on customer experience and retentionOpportunity to build and scale training systemsLeadership visibility and influence across operationsGrowth path into senior operations or CX leadership rolesInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Assessment (training/QA scenario)Client InterviewOffer & OnboardingApply NowIf you:Have led remote customer service teamsKnow how to coach, train, and improve performanceThrive in fast-paced, high-accountability environmentsThis role is a strong fit.
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 Own
Team 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.
Pavago - Connecting You to Global Remote Opportunities 🌍At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.🌟 Why Consider Opportunities Through Pavago?Competitive Pay: Command the salary you deserve, regardless of where you reside.Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀Explore global opportunities with us today!"
Pavago - Connecting You to Global Remote Opportunities 🌍
At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.
🌟 Why Consider Opportunities Through Pavago?
Competitive Pay: Command the salary you deserve, regardless of where you reside.
Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.
Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.
Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.
Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀
Explore global opportunities with us today!"
