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

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

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

• Provide technical support to internal users by managing support requests and responding to live chat inquiries while meeting SLA expectations • Troubleshoot application, product, API, and configuration issues, identify root causes, and independently resolve or escalate as needed • Manage backend system configurations, product settings, and release-related updates to support business and operational needs • Coordinate platform and vendor releases, validate changes, and support issue resolution related to system updates and production stability • Manage and prioritize incoming maintenance tickets, ensuring accurate tracking, documentation, and timely resolution • Partner with stakeholders and Product teams to gather issue details, clarify requirements, and communicate status, impacts, and resolution timelines • Collaborate with internal teams and third-party vendors to investigate and resolve system issues across connected platforms • Monitor ticket trends to identify recurring technical issues and recommend preventative maintenance or system improvements • Escalate complex or unresolved issues to appropriate teams in a timely manner, providing clear documentation and context • Maintain accurate system documentation and support ongoing improvements to configuration quality, support processes, and platform reliability