Description Temporary: up to six Months (Estimate May - October 2026) Pay Range: $21-$24 per hour Join a dynamic, fun team focused on driving positive customer experiences. A key part of this role is proactively retaining members considering cancellation by addressing their needs and demonstrating value. Creativity, quick thinking, and rapport-building are essential. Full-time, onsite at our Santee, CA Home Office with growth opportunities with a fast-growing company. Key Responsibilities: - Provide friendly interactions across multiple systems. - Update accounts, billing, and transactions accurately. - Handle multiple interactions via phone, email, chat, and reviews. - Make outbound calls for cross-sell, up-sell, and follow-up. - Process membership functions quickly to ensure satisfaction. - Investigate claims and communicate incident results effectively. - Follow procedures with a fun, adaptable attitude. - Write clear, professional emails for unique scenarios. - Support loyalty, referral, and member experience programs. - Overcome objections with resilience and solutions. - Explain billing and products clearly. - Contribute to scripts, macros, and training. - Escalate issues with insights, show proactivity. - Share feedback in focus groups for improvement. Requirements Job Requirements: - High school diploma or higher. - 2+ years customer service experience; call center experience a plus. - 2+ years CRM experience (eg. Zendesk, Salesforce). - Excellent communication skills; fluent in English; Spanish a plus. - Friendly, fun, personable, problem-solver. - Typical schedule is Monday to Friday, between 8:00 am and 5:00 pm. - Ability to work remotely if needed. Physical Requirements: - Physically able to sit for extended periods, operate computers and other electronic devices comfortably.? - Capable of moving about to access tools and office equipment when required.? - Ability to lift up to 50 lbs, and perform physical movements such as twisting, crawling, or reaching overhead when necessary. No staffing agencies or third-party recruiters, please.

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