Sr. Customer Service Lead and Trainer Remote via Pavago

Pavago recruits remote professionals in Pakistan for client companies, mostly in the US, working US business hours. This Senior Customer Service Lead & Trainer role is with one of its client companies.

Key responsibilities

• Team Leadership & Performance
• Lead and manage a distributed customer service team
• Monitor agent productivity, quality, attendance, and KPI performance
• Conduct regular one-on-one coaching and performance reviews
• Provide clear, actionable feedback to improve performance
• Hold team members accountable to service and productivity standards
• Identify performance gaps and implement improvement plans
• Track progress following coaching and corrective actions

Requirements

• 10+ years of experience in customer service leadership, support supervision, or customer operations management
• Proven experience managing remote and/or offshore customer service teams
• Strong experience with employee coaching, training, and performance management
• Experience conducting call reviews and quality assurance evaluations
• Strong escalation management and customer problem-solving skills
• Excellent spoken and written English

Nice to have

• Experience supporting U.S.-based customers
• Facility Management
• Tech-enabled services
• Experience working in startup or high-growth environments

Location and schedule

• Remote, working from Pakistan
• Full-time

Salary and benefits

The posting does not give a salary figure.

How to apply

Apply on the company's own site.