Senior Customer Service Lead & Trainer

About the Role

The role involves team management, onboarding and training, coaching, and performance improvement, as well as handling escalations and maintaining customer experience consistency. The ideal candidate will have a strong customer-first mindset, be highly organized, and possess excellent communication and leadership skills.

As a Senior Customer Service Lead & Trainer at Pavago, you will play a crucial role in the company's mission to provide outstanding customer support. Your expertise in team leadership, customer service, and quality control will be essential in driving the team's success and ensuring customer satisfaction.

What You Will Do

• Lead, support, and manage a remote customer service team to achieve high service quality and productivity.
• Monitor agent productivity, service quality, and KPI performance to identify areas for improvement.
• Conduct regular coaching sessions and performance reviews to enhance team performance.
• Provide actionable feedback to improve customer interactions and handle escalated customer concerns.
• Develop and maintain training materials, SOPs, scripts, and customer service standards.
• Conduct call reviews, quality assurance checks, and performance evaluations to ensure agents are fully prepared.
• Ensure high-quality customer support across phone, email, chat, and 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 to propose solutions.
• Track and report on customer satisfaction, response times, resolution rates, team productivity, and QA performance.

What We Are Looking For

• 10+ years of experience in customer service leadership, support team supervision, or customer operations management.
• Proven experience managing offshore teams and distributed remote support environments.
• Strong spoken and written English communication skills.
• Excellent coaching and people management skills, with the ability to manage escalations professionally.
• Strong organizational and multitasking abilities, with comfort in managing remote and independent work environments.
• Experience using customer support platforms, VOIP systems, ticketing and communication tools, and Google Workspace.
• Ability to prioritize tasks and manage team workflows efficiently in a fast-paced environment.

Nice to Have

• Experience supporting U.S.-based customers.
• Background in facility management, energy, or tech-enabled services.
• Experience working in startup environments, scaling operational teams, or KPI-driven support organizations.

Benefits and Perks

• Competitive compensation package.
• Opportunity to work with a growing company that values customer satisfaction and team success.
• Remote work environment with flexible working hours.
• Professional development opportunities to enhance your leadership and customer service skills.
• Access to cutting-edge customer support platforms and tools.
• Collaborative and dynamic team environment with regular feedback and coaching.

• Ensure your resume and cover letter highlight your experience in customer service leadership and team management, especially in remote or offshore settings.
• Be prepared to provide specific examples of how you have improved customer satisfaction and team performance in your previous roles.
• Familiarize yourself with common customer support platforms, VOIP systems, and ticketing tools to demonstrate your technical proficiency.
• Practice your coaching and leadership skills by preparing scenarios where you had to manage escalations or improve team performance.
• Consider creating a portfolio or examples of your work, such as training materials or process improvements you have implemented, to share during the interview process.
• Research Pavago's mission, values, and customer service philosophy to understand how your skills and experience align with their goals.