Customer Service Lead

Summary

Join Pavago's team as a Customer Service Lead, managing an offshore team and driving exceptional customer experiences. You will leverage your leadership skills to motivate and train your team, ensuring high-quality service and timely issue resolution. This role requires strong communication skills, familiarity with facility management and technologies, and a proactive approach to problem-solving. A typical day involves coordinating with offshore agents, reviewing metrics, leading training, and collaborating with technology teams. The ideal candidate possesses a minimum of 3 years of customer service leadership experience and excels at inspiring and guiding teams. This is a full-time, remote position working EST hours.

Requirements

• Minimum of 3 years in customer service leadership or management roles
• Outstanding written and verbal communication abilities
• Familiarity with customer service platforms, VOIP systems, and Microsoft Teams
• Proven ability to work independently and proactively in a remote or hybrid setup

Responsibilities

• Interact with customers, ensuring a seamless and high-quality experience for end users
• Manage and motivate a team of offshore customer service agents to deliver exceptional service
• Design and implement effective training programs to upskill customer service representatives
• Supervise daily customer interactions to ensure high-quality service and timely issue resolution
• Leverage platforms such as Teams, VOIP phone systems, and various customer service tools to enhance team performance
• Identify opportunities to streamline workflows and improve customer satisfaction metrics

Preferred Qualifications

• Prior experience or knowledge in facility management or IoT technology is highly advantageous
• You excel at inspiring and guiding teams to exceed customer expectations
• You thrive on solving problems and improving processes continuously
• You’re comfortable navigating new tools and technologies that enhance customer service delivery
• Your communication style fosters clarity, collaboration, and trust within your team
• You have a genuine drive to learn and grow, committed to long-term success