# Senior Customer Service Lead & Trainer

> Pavago · Kenya (Remote) · — · Posted 2026-05-04

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) – Remote | EST**

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

### **About the Role**

We’re hiring a **Senior Customer Service Lead & Trainer** to lead, coach, and scale a remote customer service team supporting U.S.-based customers.

This is not just a supervisory role — you will own **team performance, training systems, and service quality**.

You’ll be responsible for turning a group of agents into a **high-performing, consistent, and accountable team**.

If you’ve led remote teams, built training systems, and improved performance — this role is built for you.

### **What You’ll Own**

### **Team Leadership & Performance Management (Core Responsibility)**

-   Lead and manage offshore customer service agents
-   Monitor team KPIs and daily performance
-   Provide structured coaching and feedback
-   Handle escalations and complex customer issues
-   Drive accountability and performance improvement

### **Training & Onboarding (Critical)**

-   Own onboarding process for all new hires
-   Develop and maintain:

-   Training materials
-   SOPs
-   Call scripts

-   Conduct:

-   Call reviews
-   Quality audits
-   Coaching sessions

-   Ensure new hires ramp quickly and effectively

### **Quality Assurance & Customer Experience**

-   Maintain high standards across:

-   Phone support
-   Email/chat channels

-   Ensure consistency in tone, accuracy, and service quality
-   Improve CSAT and customer experience outcomes
-   Standardize service delivery across the team

### **Operations & Process Improvement**

-   Identify gaps in workflows and customer experience
-   Work cross-functionally to improve systems and processes
-   Reduce escalations through better training and systems
-   Build scalable support processes

### **Tools, Reporting & Documentation**

-   Use customer service platforms and VOIP systems
-   Track and report on:

-   CSAT
-   Response times
-   Resolution rates
-   Agent productivity

-   Ensure accurate documentation and SOP adherence

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

-   You are a **leader first, not just a manager**
-   You know how to **coach and improve people**
-   You care deeply about **customer experience and quality**
-   You are structured, organized, and process-driven
-   You stay calm and decisive under pressure

### **Required Experience & Skills**

-   10+ years experience in customer service leadership
-   Proven experience managing **remote/offshore teams**
-   Strong English communication (verbal + written)
-   Experience with:

-   Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
-   VOIP/call systems

-   Strong ability to manage priorities in a remote environment

### **Nice to Have**

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

-   Facility management
-   Energy
-   Tech-enabled services

-   Experience in:

-   Startups
-   Scaling teams

-   Experience building training programs from scratch

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

-   Review team performance and KPIs
-   Coach agents and provide feedback
-   Conduct call reviews and QA checks
-   Support onboarding and training sessions
-   Handle escalations and complex cases
-   Collaborate with internal teams on improvements

**In short:**  
You ensure the team performs at a **high, consistent level — every day.**

### **Key Metrics (KPIs)**

-   Customer satisfaction (CSAT) and service quality
-   Team productivity and performance metrics
-   Training effectiveness and onboarding success
-   Escalation resolution speed and quality
-   Process adherence and consistency

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

-   High ownership of team performance and outcomes
-   Direct impact on customer experience and retention
-   Opportunity to build and scale training systems
-   Leadership visibility and influence across operations
-   Growth path into senior operations or CX leadership roles

### **Interview Process**

-   Initial Phone Screen
-   Video Interview with Pavago Recruiter
-   Practical Assessment (training/QA scenario)
-   Client Interview
-   Offer & Onboarding

### **Apply Now**

If you:

-   Have led remote customer service teams
-   Know how to coach, train, and improve performance
-   Thrive in fast-paced, high-accountability environments

This role is a strong fit.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/CF18C562BA/apply)

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