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Pavago

Senior Customer Service Lead & Trainer

Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) - Remote EST Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (EST) About the Role We're hiring a Senior ...

Pavago

QA & Training Supervisor

Thrives in high-volume customer service environments * Loves coaching and developing people * Has a ... Fully remote flexibility * Fast-paced environment with visible operational impact Interview Process ...

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Remote Customer Service Quality Assurance information

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How much do remote customer service quality assurance jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for remote customer service quality assurance in the United States is $43.83, according to ZipRecruiter salary data. Most workers in this role earn between $38.70 and $47.84 per hour, depending on experience, location, and employer.

What is the difference between Remote Customer Service Quality Assurance vs Remote Customer Service Representative?

AspectRemote Customer Service Quality AssuranceRemote Customer Service Representative
Primary RoleMonitoring and evaluating customer interactions to ensure quality standardsHandling customer inquiries, providing support, and resolving issues
Required SkillsCommunication, analytical skills, attention to detailCommunication, problem-solving, product knowledge
Work EnvironmentMostly remote, working with call recordings and performance dataRemote, direct interaction with customers via calls, chats, or emails
Common CertificationsQuality assurance, customer service certificationsCustomer service certifications, product-specific training

Remote Customer Service Quality Assurance focuses on evaluating and improving the quality of customer interactions, while Remote Customer Service Representatives directly handle customer inquiries. Both roles require strong communication skills, but QA roles emphasize analysis and monitoring, whereas representatives focus on customer support and problem resolution.

More about Remote Customer Service Quality Assurance jobs
What cities are hiring for Remote Customer Service Quality Assurance jobs? Cities with the most Remote Customer Service Quality Assurance job openings:
What are the most commonly searched types of Customer Service Quality Assurance jobs? The most popular types of Customer Service Quality Assurance jobs are:
What states have the most Remote Customer Service Quality Assurance jobs? States with the most job openings for Remote Customer Service Quality Assurance jobs include:
What job categories do people searching Remote Customer Service Quality Assurance jobs look for? The top searched job categories for Remote Customer Service Quality Assurance jobs are:
Remote Customer Service Quality Assurance jobs near you

Senior Customer Service Lead & Trainer

Pavago

Remote

Full-time

Re-posted 11 days ago

Job description

Senior Customer Service Lead & Trainer (Team Leadership, QA & Training) - Remote EST
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
We're hiring a Senior Customer Service Lead & Trainer to lead, coach, and scale a remote customer service team supporting U.S.-based customers.
This is not just a supervisory role - you will own team performance, training systems, and service quality.
You'll be responsible for turning a group of agents into a high-performing, consistent, and accountable team.
If you've led remote teams, built training systems, and improved performance - this role is built for you.
What You'll Own
Team Leadership & Performance Management (Core Responsibility)
  • Lead and manage offshore customer service agents
  • Monitor team KPIs and daily performance
  • Provide structured coaching and feedback
  • Handle escalations and complex customer issues
  • Drive accountability and performance improvement

Training & Onboarding (Critical)
  • Own onboarding process for all new hires
  • Develop and maintain:
    • Training materials
    • SOPs
    • Call scripts
  • Conduct:
    • Call reviews
    • Quality audits
    • Coaching sessions
  • Ensure new hires ramp quickly and effectively

Quality Assurance & Customer Experience
  • Maintain high standards across:
    • Phone support
    • Email/chat channels
  • Ensure consistency in tone, accuracy, and service quality
  • Improve CSAT and customer experience outcomes
  • Standardize service delivery across the team

Operations & Process Improvement
  • Identify gaps in workflows and customer experience
  • Work cross-functionally to improve systems and processes
  • Reduce escalations through better training and systems
  • Build scalable support processes

Tools, Reporting & Documentation
  • Use customer service platforms and VOIP systems
  • Track and report on:
    • CSAT
    • Response times
    • Resolution rates
    • Agent productivity
  • Ensure accurate documentation and SOP adherence

What Makes You a Strong Fit
  • You are a leader first, not just a manager
  • You know how to coach and improve people
  • You care deeply about customer experience and quality
  • You are structured, organized, and process-driven
  • You stay calm and decisive under pressure

Required Experience & Skills
  • 10+ years experience in customer service leadership
  • Proven experience managing remote/offshore teams
  • Strong English communication (verbal + written)
  • Experience with:
    • Customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
    • VOIP/call systems
  • Strong ability to manage priorities in a remote environment

Nice to Have
  • Experience supporting U.S.-based customers
  • Background in:
    • Facility management
    • Energy
    • Tech-enabled services
  • Experience in:
    • Startups
    • Scaling teams
  • Experience building training programs from scratch

What a Typical Day Looks Like
  • Review team performance and KPIs
  • Coach agents and provide feedback
  • Conduct call reviews and QA checks
  • Support onboarding and training sessions
  • Handle escalations and complex cases
  • Collaborate with internal teams on improvements

In short:
You ensure the team performs at a high, consistent level - every day.
Key Metrics (KPIs)
  • Customer satisfaction (CSAT) and service quality
  • Team productivity and performance metrics
  • Training effectiveness and onboarding success
  • Escalation resolution speed and quality
  • Process adherence and consistency

Why This Role Stands Out
  • High ownership of team performance and outcomes
  • Direct impact on customer experience and retention
  • Opportunity to build and scale training systems
  • Leadership visibility and influence across operations
  • Growth path into senior operations or CX leadership roles

Interview Process
  • Initial Phone Screen
  • Video Interview with Pavago Recruiter
  • Practical Assessment (training/QA scenario)
  • Client Interview
  • Offer & Onboarding

Apply Now
If you:
  • Have led remote customer service teams
  • Know how to coach, train, and improve performance
  • Thrive in fast-paced, high-accountability environments

This role is a strong fit.

Apply