Senior Customer Service Lead & Trainer

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.

Originally posted on Himalayas