Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)

About the Role

At Pavago, one of our clients is hiring a Senior Customer Service Lead & Trainer to lead, coach, and develop a high-performing remote customer service team supporting U.S.-based customers.

This is a hands-on leadership role focused on improving team performance, developing training programs, maintaining service quality, handling escalations, and delivering an exceptional customer experience. You’ll work closely with customer service representatives and leadership to strengthen processes, improve communication, and build a customer-first support culture.

Responsibilities

Team Leadership & Performance

• Lead, coach, and support remote customer service representatives.
• Monitor daily performance, productivity, and service quality.
• Conduct regular coaching sessions and performance reviews.
• Provide actionable feedback to improve communication and efficiency.
• Handle escalated customer issues professionally.
• Foster a culture of accountability and customer excellence.

Training & Onboarding

• Lead onboarding and training for new customer service team members.
• Develop and maintain training materials, SOPs, scripts, and quality standards.
• Conduct call reviews, QA evaluations, and coaching sessions.
• Ensure new hires ramp quickly and meet performance expectations.

Customer Experience & Operations

• Maintain high-quality customer support across phone, email, chat, and digital channels.
• Improve customer satisfaction through coaching and process improvements.
• Partner with internal teams to streamline support workflows.
• Ensure consistent professionalism across all customer interactions.

Reporting & Quality Assurance

• Track customer service KPIs and team performance metrics.
• Monitor service quality, response times, escalations, and productivity.
• Maintain accurate documentation and operational standards.
• Ensure consistent adherence to quality benchmarks and processes.

Required Experience & Skills

• 10+ years of customer service leadership or supervisory experience.
• Experience managing remote or offshore customer service teams.
• Excellent written and spoken English communication skills.
• Experience using customer service platforms, ticketing systems, VOIP tools, and communication software.
• Strong coaching, mentoring, and performance management skills.
• Ability to manage priorities independently in a remote environment.

Nice to Have

• Experience supporting U.S.-based customers.
• Background in facility management, energy, SaaS, or technology-enabled services.
• Experience in startup or high-growth environments.
• Experience building or improving customer service training programs.

What Success Looks Like

• High customer satisfaction and service quality scores.
• Improved team productivity and operational efficiency.
• Successful onboarding and employee development.
• Effective handling of escalations.
• Consistent QA performance and process compliance.
• Continuous improvement in team performance and customer experience.

Interview Process

• Initial Recruiter Screening
• Practical Assessment
• Client Interview
• Offer & Onboarding

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. It’s a short, self-recorded video that completes your application and allows hiring managers to get to know you before the interview process begins.

Rather than repeating your background during multiple screening calls, you’ll tell your story once, allowing future interviews to focus on meaningful conversations.

Don’t overthink it—you can record as many takes as you’d like before submitting. Your invitation will come from Spark Hire, so please check both your inbox and spam folder.