Remote Senior Customer Service Leader & Trainer

Pavago; United States; À distance; USD 90 000 - 150 000; Plein temps

Avantages offerts par ce poste

Remote work

Competitive compensation

Résumé du poste

Pavago is seeking a Senior Customer Service Lead & Trainer to lead a remote, U.S.-based support team. You will drive performance, coach agents, and own onboarding, SOPs, and QA standards to ensure a high-quality customer experience across channels.

You’ll manage KPIs, handle escalations, and collaborate across departments to resolve issues while maintaining accountability and a strong service culture.

Qualifications

• Minimum 10+ years in customer service leadership or operations management.
• Proven experience leading remote and/or offshore teams.
• Strong coaching, training, and performance-management skills.
• Experience conducting call reviews and QA evaluations.
• Excellent written and spoken English.

Responsabilités

• Lead and manage a distributed customer service team.
• Coach agents, conduct reviews, and drive performance improvements.
• Own onboarding, training materials, SOPs, scripts, and QA standards.
• Review calls and interactions to identify coaching opportunities.
• Track CSAT, response times, resolution rates, and productivity.
• Collaborate with other departments to resolve operational issues.

Connaissances

Leadership

Coaching

Performance management

Team development

Customer experience

Call review

QA and quality assurance

Escalation handling

Outils

Customer support platforms

VOIP systems

Ticketing systems

Digital communication tools

Description du poste

Pavago is seeking a Senior Customer Service Lead & Trainer to lead a remote, U.S.-based support team. You will drive performance, coach agents, and own onboarding, SOPs, and QA standards to ensure a high-quality customer experience across channels.

You’ll manage KPIs, handle escalations, and collaborate across departments to resolve issues while maintaining accountability and a strong service culture.