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Senior Customer Service Lead & Trainer. at Pavago. Job Title: . Senior Customer Service Lead & Trainer. Position Type: . Full-Time, Remote. Working Hours:. U.S. business hours (EST). About the role. We are seeking a Senior Customer Service Lead & Trainer to lead and support a remote customer service team serving U.S.-based customers. This role focuses on team leadership, training, performance management, and service quality.. You will be responsible for onboarding new hires, coaching existing team members, monitoring KPIs, and ensuring a consistent and professional customer experience across all support channels.. Responsibilities. Team Leadership & Performance. Lead, manage, and support offshore customer service agents . Monitor team performance and provide regular coaching and feedback . Handle escalations and complex customer interactions when needed . Training & Onboarding. Own onboarding and training for new customer service hires . Conduct call reviews and quality checks . Maintain training materials, scripts, and service standards . Customer Experience & Operations. Ensure high-quality customer support across phone and digital channels . Maintain service consistency and customer satisfaction . Work with internal teams to improve workflows and processes . Tool, Reporting & Documentation. Use customer service and communication tools effectively . Track performance metrics and service KPIs . Ensure accurate documentation and process adherence . What Makes You a Perfect Fit. Strong leadership and coaching skills . Customer-first mindset with attention to quality . Organized, reliable, and comfortable managing remote teams . Confident communicator with a calm approach under pressure . Adaptable in fast-paced environments . Required Experience & Skills (Minimum). 10+ years of experience leading or supervising customer service teams . Experience managing offshore or distributed teams . Strong spoken and written English communication skills . Experience using customer service platforms and VOIP systems . Ability to manage priorities in a remote setting . Ideal Experience & Skills. Experience supporting U.S.-based customers . Background in facility management, energy, or tech-enabled services . Experience in startup or scaling environments . What Does a Typical Day Look Like ?. You will:. Support and coach customer service agents . Review calls and performance metrics . Assist with onboarding and training . Handle escalations and service issues . Collaborate with internal teams . In essence: . you ensure the team performs consistently while delivering a strong customer experience.. Key Metrics for Success (KPIs). Customer satisfaction and service quality . Team productivity and performance . Training effectiveness and onboarding success . Escalation resolution and process adherence . Interview Process. Initial Phone Screen . Video Interview with Pavago Recruiter . Practical Assessment . Client Interview . Offer & Onboarding. #LI-AG1. Company Location: Brazil.