# Senior Customer Service Lead & Trainer > Pavago · Kenya (Remote) · — · Posted 2026-05-07 **Workplace:** remote **Department:** Candidate Sourcing ## Description ### **Senior Customer Service Lead & Trainer** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Business Hours (EST) **Location:** Remote (LATAM, Philippines, Pakistan, South Africa Preferred) ### **About the Role** We are seeking a highly experienced Senior Customer Service Lead & Trainer to lead, coach, and support a remote customer service team serving U.S.-based customers. This role combines leadership, performance management, onboarding, training, and customer experience oversight. You will play a critical role in ensuring agents consistently deliver professional, high-quality support while maintaining operational efficiency and service standards across all communication channels. The ideal candidate is a strong communicator, experienced people leader, and customer service professional who thrives in fast-paced remote environments and knows how to build high-performing support teams through coaching, accountability, and process improvement. ### **What You’ll Own** ### **Team Leadership & Performance Management** • Lead, manage, and support remote customer service representatives across daily operations • Monitor individual and team performance against established KPIs and service standards • Provide regular coaching, mentorship, and performance feedback to team members • Handle escalated customer concerns and support complex issue resolution • Foster accountability, professionalism, and strong customer service culture across the team ### **Training & Onboarding** • Own onboarding and training processes for new customer service hires • Conduct call reviews, QA evaluations, and coaching sessions regularly • Maintain and improve training documentation, scripts, SOPs, and service workflows • Identify knowledge gaps and implement ongoing learning and development initiatives • Ensure all agents are aligned with communication standards and operational procedures ### **Customer Experience & Service Operations** • Ensure consistent, high-quality customer support across phone, email, and digital channels • Monitor service quality and customer satisfaction trends • Support operational improvements that enhance customer experience and team efficiency • Collaborate with internal departments to resolve recurring customer issues and improve workflows • Help maintain service consistency across distributed or offshore teams ### **Reporting, Tools & Documentation** • Track and report on customer service KPIs, QA scores, and operational performance metrics • Utilize customer service platforms, VOIP systems, and communication tools effectively • Ensure accurate documentation, ticket management, and process adherence • Assist leadership with reporting insights, staffing observations, and process recommendations ### **What Makes You a Great Fit** • You are a strong leader and coach who enjoys developing people and improving performance • You maintain a customer-first mindset while balancing operational accountability • You are organized, proactive, and comfortable managing remote or offshore teams • You communicate calmly and professionally under pressure • You thrive in fast-moving environments and can adapt quickly to operational changes • You take ownership of both customer outcomes and team success ### **Required Experience & Skills** • 10+ years of customer service leadership or team management experience • Experience managing offshore or distributed customer support teams • Strong spoken and written English communication skills • Experience using customer service software, ticketing systems, and VOIP platforms • Strong coaching, onboarding, and performance management experience • Ability to prioritize and manage multiple responsibilities in a remote environment ### **Preferred Experience** • Experience supporting U.S.-based customers and service operations • Background in facility management, energy, home services, SaaS, or tech-enabled businesses • Experience in startup, scaling, or high-growth operational environments • Familiarity with QA scorecards, workforce management, or customer support analytics ### **What a Typical Day Looks Like** A Senior Customer Service Lead & Trainer’s day revolves around supporting agents, improving service quality, and maintaining operational consistency. You will: • Coach and support customer service agents throughout the day • Review calls, tickets, and QA metrics to identify coaching opportunities • Conduct onboarding sessions and ongoing training initiatives • Assist with escalations and complex customer situations • Collaborate with internal teams to improve workflows and service processes • Track team performance metrics and operational KPIs In short: you ensure the customer service team operates efficiently, delivers excellent customer experiences, and continuously improves through structured coaching and leadership. ### **Key Metrics for Success (KPIs)** • Customer satisfaction and service quality scores • Team productivity and KPI performance • Training effectiveness and onboarding success rates • Escalation resolution quality and response times • QA compliance and process adherence • Employee performance improvement and retention ### **Interview Process** • Initial Phone Screen • Video Interview with Pavago Recruiter • Practical Assessment • Client Interview • Offer & Onboarding #CustomerService #CustomerSupport #TeamLead #CustomerExperience #RemoteJobs #CallCenter #Operations #Training #Leadership #RemoteWork #CustomerSuccess ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/AACBC700B8/apply) --- Powered by [Workable](https://www.workable.com)