Senior Customer Service Lead & TrainerPavago • ZA

Senior Customer Service Lead & Trainer

Pavago • ZA

5 days ago

Job type

Remote

Quick Apply

Job description

Job Title : Senior Customer Service Lead & Trainer

Position Type : Full-Time, Remote

Working Hours : U.S. business hours (EST)

About the role

We are seeking a Senior Customer Service Lead & Trainer to lead and support a remote customer service team serving U.S.-based customers. This role focuses on team leadership, training, performance management, and service quality.

You will be responsible for onboarding new hires, coaching existing team members, monitoring KPIs, and ensuring a consistent and professional customer experience across all support channels.

Responsibilities

Team Leadership & Performance

Lead, manage, and support offshore customer service agents
Monitor team performance and provide regular coaching and feedback
Handle escalations and complex customer interactions when needed

Training & Onboarding

Own onboarding and training for new customer service hires

Conduct call reviews and quality checks

Maintain training materials, scripts, and service standards

Customer Experience & Operations

Ensure high-quality customer support across phone and digital channels

Maintain service consistency and customer satisfaction

Work with internal teams to improve workflows and processes

Tool, Reporting & Documentation

Use customer service and communication tools effectively

Track performance metrics and service KPIs

Ensure accurate documentation and process adherence

What Makes You a Perfect Fit

Strong leadership and coaching skills

Customer-first mindset with attention to quality

Organized, reliable, and comfortable managing remote teams

Confident communicator with a calm approach under pressure

Adaptable in fast-paced environments

Required Experience & Skills (Minimum)

5+ years of experience leading or supervising customer service teams

Experience managing offshore or distributed teams

Strong spoken and written English communication skills

Experience using customer service platforms and VOIP systems

Ability to manage priorities in a remote setting

Ideal Experience & Skills

Experience supporting U.S.-based customers

Background in facility management, energy, or tech-enabled services

Experience in startup or scaling environments

What Does a Typical Day Look Like ?

You will :

Support and coach customer service agents

Review calls and performance metrics

Assist with onboarding and training

Handle escalations and service issues

Collaborate with internal teams

In essence : you ensure the team performs consistently while delivering a strong customer experience.

Key Metrics for Success (KPIs)

Customer satisfaction and service quality

Team productivity and performance

Training effectiveness and onboarding success

Escalation resolution and process adherence

Interview Process

Initial Phone Screen

Video Interview with Pavago Recruiter

Practical Assessment

Client Interview

Offer & Onboarding

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Senior Customer Service Lead Trainer • ZA

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