Senior Customer Service Lead & Trainer
LeadRemoteSalary undisclosed
Required Skills
Apache Spark
Job Description
Senior Customer Service Lead & Trainer
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
At Pavago, one of our clients is hiring a Senior Customer Service Lead & Trainer to lead, coach, and develop a high-performing remote customer service team supporting U.S.-based customers.
This is a hands-on leadership role focused on improving team performance, developing training programs, maintaining service quality, handling escalations, and delivering an exceptional customer experience. You’ll work closely with customer service representatives and leadership to strengthen processes, improve communication, and build a customer-first support culture.
Responsibilities
Team Leadership & Performance
- Lead, coach, and support remote customer service representatives.
- Monitor daily performance, productivity, and service quality.
- Conduct regular coaching sessions and performance reviews.
- Provide actionable feedback to improve communication and efficiency.
- Handle escalated customer issues professionally.
- Foster a culture of accountability and customer excellence.
Training & Onboarding
- Lead onboarding and training for new customer service team members.
- Develop and maintain tr
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