Senior Customer Service Lead & Trainer – Team Leadership & Customer Experience | Remote
Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST)
About the Role
At Pavago, one of our clients is hiring an experienced Senior Customer Service Lead & Trainer to lead, coach, and develop a remote customer support team serving U.S.-based customers.
This is more than a traditional customer service position. You’ll take ownership of team performance, employee training, quality assurance, escalations, and overall customer experience.
You’ll ensure agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels while using coaching and performance data to continuously improve the team.
If you’re an experienced customer service leader who knows how to develop people, improve performance, maintain accountability, and build strong service standards, this role is a strong fit.
What You’ll Own
Team Leadership & Performance
Lead and manage a distributed customer service team
Monitor agent productivity, quality, attendance, and KPI performance
Conduct regular one-on-one coaching and performance reviews
Provide clear, actionable feedback to improve performance
Hold team members accountable to service and productivity standards
Identify performance gaps and implement improvement plans
Track progress following coaching and corrective actions
Build a consistent, accountable, and high-performing remote team culture
Training & Onboarding
Own onboarding and training for new customer service hires
Develop and maintain:
Training materials
Standard Operating Procedures (SOPs)
Call scripts
Customer service guidelines
Quality standards
Conduct structured training and coaching sessions
Review calls and customer interactions to identify training opportunities
Ensure new hires are fully prepared before independently handling customers
Continuously improve training programs based on recurring performance gaps
Quality Assurance & Coaching
Conduct regular call reviews and QA evaluations
Monitor adherence to scripts, processes, and customer experience standards
Identify recurring quality issues across the team
Coach agents on:
Communication
Professionalism
Problem-solving
Customer handling
Process adherence
Track improvement following coaching sessions
Maintain consistent QA standards across the customer support operation
Customer Experience & Escalations
Handle complex or escalated customer concerns professionally
Ensure customers receive consistent support across:
Phone
Chat
Other digital communication channels
Maintain high standards for tone, responsiveness, and professionalism
Identify recurring customer pain points and recommend improvements
Help resolve operational issues affecting customer satisfaction
Support agents in navigating difficult or sensitive customer situations
Customer Support Operations & Reporting
Track and report on:
Customer satisfaction
Response times
Resolution rates
Agent productivity
QA scores
Training performance
Maintain accurate documentation and operational records
Use customer service platforms, VOIP systems, ticketing tools, and reporting systems effectively
Identify trends and recurring performance issues through support data
Collaborate with other departments to resolve recurring customer or operational issues
Requirements
10+ years of experience in customer service leadership, support supervision, or customer operations management
Proven experience managing remote and/or offshore customer service teams
Strong experience with employee coaching, training, and performance management
Experience conducting call reviews and quality assurance evaluations
Strong escalation management and customer problem-solving skills
Excellent spoken and written English
Strong organizational and multitasking abilities
Experience working with:
Customer support platforms
VOIP systems
Ticketing systems
Digital communication tools
Comfortable working independently in a remote environment
Ability to work U.S. EST business hours
Nice to Have
Experience supporting U.S.-based customers
Background in:
Facility Management
Energy
Tech-enabled services
Experience working in startup or high-growth environments
Experience scaling customer support teams
Strong knowledge of KPI-driven customer service operations
Experience developing:
SOPs
QA scorecards
Training programs
Coaching frameworks
What Makes You a Strong Fit
You’ll likely thrive in this role if you:
Know how to lead and develop people, not simply supervise them
Can give direct, constructive feedback professionally
Hold team members accountable while maintaining strong morale
Stay calm and solutions-focused during difficult escalations
Have high standards for customer communication and service quality
Understand how to use QA and performance data to improve agent performance
Are highly organized and consistent with follow-through
Can effectively manage a distributed team without constant oversight
Know how to turn recurring performance issues into structured coaching and training opportunities
What a Typical Day Looks Like
Your day may start by reviewing team performance, attendance, customer service KPIs, and any outstanding escalations.
You’ll listen to calls, complete QA evaluations, coach agents on communication and performance, and conduct onboarding or training sessions where needed.
Throughout the day, you may handle escalated customer concerns, review response and resolution times, identify recurring service issues, update SOPs or scripts, and coordinate with internal teams on operational improvements.
You’ll also monitor agents requiring additional coaching and ensure improvement plans are producing measurable results.
In short: you ensure the customer service team is well-trained, accountable, consistent, and capable of delivering an excellent customer experience.
Key Metrics for Success
Customer Satisfaction (CSAT)
Quality assurance scores
Response and resolution times
Agent productivity
Training and onboarding effectiveness
Escalation resolution rates
Process and SOP adherence
Performance improvement following coaching
Overall team reliability and consistency
Why This Role Stands Out
High ownership over customer service quality and team performance
Direct influence on how agents are trained, coached, and developed
Opportunity to shape QA standards and training systems
Leadership responsibility within a growing remote support environment
Strong visibility across operations and customer experience
Career growth opportunities into:
Customer Support Manager
Head of Customer Experience
Training & Quality Manager
Customer Operations Leadership
Interview Process
Initial Application
Spark Hire One-Way Video Interview
Video Interview with Pavago Recruiter
Practical Assessment
Client Interview
Offer & Onboarding
Spark Hire Video Interview – Required
As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.
After completing the first step of your application, you’ll receive a Spark Hire invitation by email with instructions to record and submit your video responses.
Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.
Apply Now
If you have extensive customer service leadership experience and enjoy coaching teams, improving service quality, developing training programs, and building accountable support operations, we’d love to hear from you.
Apply today and take ownership of a remote customer service team where your leadership will directly influence both agent performance and the customer experience.
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Pavago is a global offshore recruitment platform that specializes in sourcing, vetting, and placing elite remote talent for businesses seeking A-players at 70% lower costs than traditional hiring. The company combines AI-driven candidate sourcing with human expertise to identify and screen offshore professionals across roles including Sales, Marketing, Admin, Finance, IT Engineering, and Product. Pavago's five-step recruitment process aims to deliver vetted candidates within 21 days, offering ongoing support through payroll management, compliance assurance, training, and seamless onboarding. They serve 150+ businesses and provide flexible pricing options including annual memberships with unlimited placements and per-hire sourcing fees. The company sources talent primarily from Latin America, Pakistan, and South Africa, prioritizing candidates with experience working with U.S.-based companies.
