# Senior Customer Service Lead & Trainer > Pavago · Pakistan (Remote) · — · Posted 2026-08-09 **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 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, training, quality assurance, escalations, and overall customer experience**. You’ll be responsible for ensuring agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels. If you’re an experienced customer service leader who knows how to **coach 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 agent performance. - Hold team members accountable to service and productivity standards. - Identify performance gaps and implement improvement plans. - Support a consistent, high-performing remote team culture. **Training & Onboarding** - Own onboarding and training for new customer service hires. - Develop and maintain: - Training materials - SOPs - Call scripts - Customer service guidelines - Quality standards - Conduct structured training and coaching sessions. - Review calls and customer interactions for training opportunities. - Ensure new hires are fully prepared before independently handling customers. - Continuously improve training 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, and customer handling. - Track improvement following coaching sessions. - Maintain consistent QA standards across the support operation. **Customer Experience & Escalations** - Handle complex or escalated customer concerns professionally. - Ensure customers receive consistent support across: - Phone - Email - Chat - 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. **Reporting & Support Operations** - 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. - Collaborate with other departments to resolve recurring customer or operational issues. ### **Required Experience & Skills** - **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. - Strong escalation management and customer problem-solving skills. - Excellent spoken and written English. - Strong organizational and multitasking abilities. - Experience 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 in startup or high-growth environments. - Experience scaling customer support teams. - Strong knowledge of KPI-driven customer service operations. - Experience developing SOPs, QA scorecards, and training programs. ### **What Makes You a Strong Fit** You’ll likely succeed in this role if you: - Know how to **lead and develop people**, not simply supervise them. - Can give direct, constructive feedback professionally. - Hold teams 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 agents. - Are highly organized and consistent with follow-through. - Can effectively manage a distributed team without constant oversight. ### **What a Typical Day Looks Like** Your day may include: - Reviewing team performance and customer service KPIs. - Listening to calls and completing QA evaluations. - Coaching agents on communication and performance. - Conducting onboarding or training sessions. - Handling escalated customer concerns. - Reviewing response and resolution times. - Identifying recurring service issues. - Updating SOPs, scripts, and training materials. - Coordinating with internal teams on operational improvements. - Monitoring progress of agents who require additional coaching. **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 - 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 and developed. - Opportunity to shape QA standards and training systems. - Leadership role 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** 1. Initial Phone Screen 2. Video Interview with Pavago Recruiter 3. Practical Assessment 4. Client Interview 5. Offer & Onboarding ### **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. This is an opportunity to take ownership of a remote customer service team and directly influence both **agent performance and the customer experience**. **#CustomerService #CustomerServiceLead #CustomerSupport #CustomerExperience #TeamLead #CustomerServiceTraining #QualityAssurance #RemoteJobs #CustomerOperations #TeamManagement #TrainingAndDevelopment #RemoteWork** ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/8D8EA01749/apply) --- Powered by [Workable](https://www.workable.com)