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PA
Pavago
Senior Customer Service Lead & Trainer
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Location
South Africa
Work mode
remote
Type
full-time
Department
Candidate Sourcing
Company size
501+ people
First seen
1w ago
Last seen
38m ago
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.
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