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

• Respond to inbound calls from existing customers • Process service requests such as adding/removing vehicles and drivers, adding lienholder information, sending policy documents, etc. • Help customers with questions they have regarding existing insurance policies in relation to coverages or policy benefits or make changes to existing policy • Work to retain Jerry policyholders by actively finding solutions for customers who are at risk of cancellation to make a measurable difference in the lives of millions, we'd love to hear from you!

• Manage incoming leads, scheduling appointments, updating dashboards. • Ensure excellent customer communication across multiple channels. • Engage in Facebook community groups to build brand presence. • Generate organic leads through community engagement. • Support business owner with operational efficiency.

• Contact new and unreached leads via phone, text, and email using a phone-first approach • Follow up with leads persistently (often 3-9+ times) until appointment scheduled or status confirmed • Schedule appointments promptly upon lead conversion • Manage lead intake from automated Zapier integrations into Slack • Respond to customer questions and concerns with professionalism and product knowledge • Contact customers with open estimates to follow up on their experience and answer questions • Send proactive updates to customers (e.g., job delays, team arrival notifications) • Serve as liaison between technicians, salespeople, and customers • Update sales dashboard daily (deals closed, deposits, amounts) • Update lead status dashboard (closed, scheduled, open leads) • Generate weekly reports: sales report, lead report, and customer satisfaction report (callbacks & complaints) • Maintain organized records of all lead and customer interactions • Engage in Facebook community groups to build brand presence • Reach out to group admins for promotional opportunities • Generate organic leads through community engagement • Assist with general administrative tasks as needed • Complete manager turnover calls or send templated communications when needed • Support business owner with operational efficiency