# Senior Customer Service Lead & Trainer

> Pavago · Pakistan (Remote) · — · Posted 2026-06-08

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **Senior Customer Service Lead & Trainer – Remote | Team Leadership & Customer Experience**

**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 strengthen a remote customer support team serving U.S.-based customers.

This is not just a customer service role — it’s a leadership and quality ownership position focused on:

-   Team management
-   Onboarding and training
-   Coaching and performance improvement
-   Escalation handling
-   Customer experience consistency

You will play a key role in ensuring customer service agents operate at a high standard across phone, email, and digital support channels while maintaining strong team accountability and service quality.

If you are:

-   An experienced customer service leader
-   Confident managing offshore teams
-   Strong in coaching and quality control
-   Calm under pressure
-   Highly organized and process-driven

This role is a strong fit.

### **What You’ll Own**

### **Team Leadership & Performance Management**

-   Lead, support, and manage a remote customer service team
-   Monitor agent productivity, service quality, and KPI performance
-   Conduct regular coaching sessions and performance reviews
-   Provide actionable feedback to improve customer interactions
-   Handle escalated customer concerns and complex service issues
-   Maintain accountability and performance consistency across the team

### **Training & Onboarding**

-   Own onboarding and training for new customer service hires
-   Develop and maintain:

-   Training materials
-   SOPs
-   Scripts
-   Customer service standards

-   Conduct:

-   Call reviews
-   Quality assurance checks
-   Performance evaluations

-   Ensure agents are fully prepared to handle customer interactions confidently and professionally

### **Customer Experience & Service Quality**

-   Ensure high-quality customer support across:

-   Phone
-   Email
-   Chat
-   Digital communication channels

-   Maintain consistency in tone, professionalism, and customer experience
-   Improve customer satisfaction through proactive coaching and workflow improvements
-   Identify recurring service gaps and operational inefficiencies

### **Operations, Reporting & Documentation**

-   Track and report on:

-   Customer satisfaction
-   Response times
-   Resolution rates
-   Team productivity
-   QA performance

-   Ensure accurate documentation and adherence to internal processes
-   Use customer service platforms, VOIP systems, and reporting tools effectively
-   Maintain visibility into team performance and operational metrics

### **What Makes You a Strong Fit**

-   Strong leadership and coaching ability
-   Customer-first mindset with high quality standards
-   Organized, reliable, and operationally disciplined
-   Comfortable managing remote and offshore teams
-   Calm and professional under pressure
-   Strong communicator with excellent follow-through
-   Adaptable in fast-paced operational environments

### **Requirements**

### **Experience**

-   10+ years of experience in:

-   Customer service leadership
-   Support team supervision
-   Customer operations management

-   Proven experience managing:

-   Offshore teams
-   Distributed remote support environments

### **Communication & Leadership Skills**

-   Strong spoken and written English communication
-   Excellent coaching and people management skills
-   Ability to manage escalations professionally
-   Strong organizational and multitasking abilities

### **Technical & Operational Skills**

-   Experience using:

-   Customer support platforms
-   VOIP systems
-   Ticketing and communication tools

-   Comfortable working independently in a remote environment
-   Ability to prioritize tasks and manage team workflows efficiently

### **Nice to Have**

-   Experience supporting U.S.-based customers
-   Background in:

-   Facility management
-   Energy
-   Tech-enabled services

-   Experience working in:

-   Startup environments
-   Scaling operational teams
-   KPI-driven support organizations

### **Tools & Platforms**

-   Customer Service Platforms
-   VOIP Systems
-   Ticketing & Support Tools
-   Google Workspace
-   Reporting & QA Systems

### **What a Typical Day Looks Like**

-   Support and coach customer service agents
-   Review customer calls and QA metrics
-   Conduct onboarding and training sessions
-   Handle escalated customer issues
-   Monitor team KPIs and service quality
-   Collaborate with internal departments on operational improvements
-   Maintain documentation, workflows, and support standards

In short: you ensure the customer service team performs consistently, delivers high-quality support, and maintains a strong customer experience across all interactions.

### **Key Metrics for Success (KPIs)**

-   Customer satisfaction and service quality scores
-   Team productivity and operational performance
-   Training effectiveness and onboarding success
-   Escalation resolution efficiency
-   Process adherence and QA consistency
-   Team reliability and performance improvement

### **Why This Role Stands Out**

-   Leadership ownership within a growing remote support environment
-   Direct impact on customer experience and team performance
-   Opportunity to shape training systems and support standards
-   Strong operational visibility and cross-functional collaboration
-   Growth opportunities into:

-   Customer Support Manager
-   Head of Customer Experience
-   Operations Leadership
-   Training & Quality Management

### **Interview Process**

-   Initial Phone Screen
-   Video Interview with Pavago Recruiter
-   Practical Assessment
-   Client Interview
-   Offer & Onboarding

### **Apply Now**

If you:

-   Enjoy leading and developing customer support teams
-   Thrive in high-accountability environments
-   Care deeply about customer experience and service quality
-   Can coach teams while managing operations effectively

This is a strong opportunity to lead, train, and elevate a high-performing remote customer service team.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/08340BCF68/apply)

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