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Pavago
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Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
At Pavago, one of our clients is hiring an experienced Senior Customer Service Lead & Trainer to lead, coach, and develop a remote customer support team serving U.S.-based customers.
This is more than a traditional customer service position. You’ll take ownership of team performance, employee training, quality assurance, escalations, and overall customer experience.
You’ll ensure agents consistently deliver professional, efficient, and high-quality support across phone, email, chat, and other digital channels while using coaching and performance data to continuously improve the team.
If you’re an experienced customer service leader who knows how to develop people, improve performance, maintain accountability, and build strong service standards, this role is a strong fit.
You’ll likely thrive in this role if you:
Your day may start by reviewing team performance, attendance, customer service KPIs, and any outstanding escalations.
You’ll listen to calls, complete QA evaluations, coach agents on communication and performance, and conduct onboarding or training sessions where needed.
Throughout the day, you may handle escalated customer concerns, review response and resolution times, identify recurring service issues, update SOPs or scripts, and coordinate with internal teams on operational improvements.
You’ll also monitor agents requiring additional coaching and ensure improvement plans are producing measurable results.
In short: you ensure the customer service team is well-trained, accountable, consistent, and capable of delivering an excellent customer experience.
As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.
After completing the first step of your application, you’ll receive a Spark Hire invitation by email with instructions to record and submit your video responses.
Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.
If you have extensive customer service leadership experience and enjoy coaching teams, improving service quality, developing training programs, and building accountable support operations, we’d love to hear from you.
Apply today and take ownership of a remote customer service team where your leadership will directly influence both agent performance and the customer experience.
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Originally posted on Himalayas
Start with a role or skill you want to use in your next job. Use the location and role filters to narrow the results, then open a listing to review the description. A title alone rarely explains the level of responsibility, working arrangement, or experience a team needs. Compare those details before deciding which opportunities deserve a tailored application.
Employers use different titles for similar work. If an exact phrase produces no results, try a shorter title, a core skill, or an alternative name for the role. Remove one filter at a time to understand which requirement is narrowing your search. A broader search can reveal suitable work without asking you to change your actual qualifications.
For each promising listing, read the responsibilities and separate essential requirements from preferences. Note the location, schedule, employment type, and compensation when provided. Missing details are questions to confirm with the employer. A remote opening may still require a particular country, work authorization, or time-zone overlap, so check the full posting before treating it as a location-independent opportunity.
Choose a few examples that demonstrate the skills this employer names. Explain your contribution and its outcome, using accurate numbers where available. Put the most relevant experience first and keep your resume easy to scan. Avoid adding technologies, qualifications, or achievements simply because they appear in a description. Your application should make your existing strengths easier to understand.
Follow the employer’s instructions for resumes, cover letters, work samples, and screening questions. Review the exported file before submitting it: confirm that contact details are correct, text can be selected, and links reach the intended pages. A resume check can help you spot unclear writing before you apply. Its feedback is advisory and does not predict a hiring decision.
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Keep a simple record of the company, role, job reference, application date, and documents you sent. Record any follow-up instructions and the next action you plan to take. This makes it easier to prepare for interviews, compare opportunities, and avoid applying repeatedly to the same opening through different boards. Review your shortlist as employers update their listings and prioritize opportunities with clear requirements that match the work you want to do.