{"id":85870,"date":"2026-03-19T21:10:26","date_gmt":"2026-03-19T17:10:26","guid":{"rendered":"https:\/\/herecareers.com\/job\/senior-customer-service-lead-trainer\/"},"modified":"2026-03-19T21:10:27","modified_gmt":"2026-03-19T17:10:27","slug":"senior-customer-service-lead-trainer","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/senior-customer-service-lead-trainer\/","title":{"rendered":"Senior Customer Service Lead &#038; Trainer."},"content":{"rendered":"<p><strong>Job Title: <\/strong>Senior Customer Service Lead &amp; Trainer<\/p>\n<p><strong>Position Type: <\/strong>Full-Time, Remote<\/p>\n<p><strong>\u0633\u0627\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644:<\/strong> U.S. business hours (EST)<\/p>\n<h3>About the role<\/h3>\n<p>We are seeking a Senior Customer Service Lead &amp; 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.<\/p>\n<p>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.<\/p>\n<h3>\u0627\u0644\u0645\u0633\u0624\u0648\u0644\u064a\u0627\u062a<\/h3>\n<h3>Team Leadership &amp; Performance<\/h3>\n<ul>\n<li> Lead, manage, and support offshore customer service agents <\/li>\n<li> Monitor team performance and provide regular coaching and feedback <\/li>\n<li> Handle escalations and complex customer interactions when needed <\/li>\n<\/ul>\n<h3>Training &amp; Onboarding<\/h3>\n<ul>\n<li> Own onboarding and training for new customer service hires <\/li>\n<li> Conduct call reviews and quality checks <\/li>\n<li> Maintain training materials, scripts, and service standards <\/li>\n<\/ul>\n<h3>Customer Experience &amp; Operations<\/h3>\n<ul>\n<li> Ensure high-quality customer support across phone and digital channels <\/li>\n<li> Maintain service consistency and customer satisfaction <\/li>\n<li> Work with internal teams to improve workflows and processes <\/li>\n<\/ul>\n<h3>Tool, Reporting &amp; Documentation<\/h3>\n<ul>\n<li> Use customer service and communication tools effectively <\/li>\n<li> Track performance metrics and service KPIs <\/li>\n<li> Ensure accurate documentation and process adherence <\/li>\n<\/ul>\n<h3>What Makes You a Perfect Fit<\/h3>\n<ul>\n<li> Strong leadership and coaching skills <\/li>\n<li> Customer-first mindset with attention to quality <\/li>\n<li> Organized, reliable, and comfortable managing remote teams <\/li>\n<li> Confident communicator with a calm approach under pressure <\/li>\n<li> Adaptable in fast-paced environments <\/li>\n<\/ul>\n<h3>Required Experience &amp; Skills (Minimum)<\/h3>\n<ul>\n<li> 10+ years of experience leading or supervising customer service teams <\/li>\n<li> Experience managing offshore or distributed teams <\/li>\n<li> Strong spoken and written English communication skills <\/li>\n<li> Experience using customer service platforms and VOIP systems <\/li>\n<li> Ability to manage priorities in a remote setting <\/li>\n<\/ul>\n<h3>Ideal Experience &amp; Skills<\/h3>\n<ul>\n<li> Experience supporting U.S.-based customers <\/li>\n<li> Background in facility management, energy, or tech-enabled services <\/li>\n<li> Experience in startup or scaling environments <\/li>\n<\/ul>\n<h3>What Does a Typical Day Look Like ?<\/h3>\n<h3>You will:<\/h3>\n<ul>\n<li> Support and coach customer service agents <\/li>\n<li> Review calls and performance metrics <\/li>\n<li> Assist with onboarding and training <\/li>\n<li> Handle escalations and service issues <\/li>\n<li> Collaborate with internal teams <\/li>\n<\/ul>\n<p>In essence: <strong>you ensure the team performs consistently while delivering a strong customer experience.<\/strong><\/p>\n<h3>Key Metrics for Success (KPIs)<\/h3>\n<ul>\n<li> Customer satisfaction and service quality <\/li>\n<li> Team productivity and performance <\/li>\n<li> Training effectiveness and onboarding success <\/li>\n<li> Escalation resolution and process adherence <\/li>\n<\/ul>\n<h3>Interview Process<\/h3>\n<ul>\n<li> Initial Phone Screen <\/li>\n<li> Video Interview with <a href=\"https:\/\/himalayas.app\/companies\/pavago\" rel=\"nofollow noopener\" target=\"_blank\">Pavago<\/a> Recruiter <\/li>\n<li> Practical Assessment <\/li>\n<li> Client Interview <\/li>\n<li> Offer &amp; Onboarding<\/li>\n<\/ul>\n<p>Originally posted on <a href=\"https:\/\/himalayas.app\" rel=\"nofollow noopener\" target=\"_blank\">Himalayas<\/a><\/p>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[1174],"job_listing_category":[47],"job_listing_location":[],"job_listing_tag":[],"class_list":["post-85870","job_listing","type-job_listing","status-publish","hentry","job_listing_type-remote","job_listing_category-customer-service"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":{"47":"Customer service"},"_job_type":{"1174":"Remote"},"_job_tag":[],"_job_expiry_date":"","_job_gender":"","_job_apply_type":"external","_job_phone":"","_job_apply_url":"https:\/\/himalayas.app\/companies\/pavago\/jobs\/senior-customer-service-lead-trainer-4972026540","_job_apply_email":"","_job_salary_type":"","_job_salary":"","_job_experience":"","_job_career_level":"","_job_qualification":"","_job_video_url":"","_job_photos":"","_job_application_deadline_date":"","_job_address":"","_job_location":[],"_job_map_location":{"address":"","latitude":"","longitude":""},"_job_logo":"https:\/\/herecareers.com\/wp-content\/uploads\/wp-job-board-pro-uploads\/_employer_featured_image\/2025\/11\/ICON-Here-Careers-Logo-150-150x150.png","_job_employer_name":"HR","_job_employer_url":"https:\/\/herecareers.com\/ar\/employer\/hr\/"},"cmb2":{"_job_careerjet_job_fields":{"_job_careerjet_detail_url":"","_job_careerjet_company_name":""}},"_links":{"self":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing\/85870","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/users\/100"}],"replies":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/comments?post=85870"}],"wp:attachment":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/media?parent=85870"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_type?post=85870"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_category?post=85870"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_location?post=85870"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_tag?post=85870"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}