Pavago is seeking a Senior Customer Service Lead & Trainer to oversee and enhance a remote customer service team supporting U.S.-based customers. The role focuses on team leadership, performance management, training, and quality assurance to ensure high standards of customer service and operational excellence.

Responsibilities:

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
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
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
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
Use customer service platforms and VOIP systems
Track and report on:
CSAT
Response times
Resolution rates
Agent productivity
Ensure accurate documentation and SOP adherence

Requirements:

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)
Experience with VOIP/call systems
Strong ability to manage priorities in a remote environment
Experience supporting U.S.-based customers
Background in facility management
Background in energy
Background in tech-enabled services
Experience in startups
Experience in scaling teams
Experience building training programs from scratch

Senior Customer Service Lead & Trainer

Key skills

About this role

Responsibilities:

Requirements: