Customer Service Lead

Summary

Join Pavago as a Customer Service Lead and manage an offshore team, providing exceptional customer support in a high-tech environment. You will interact with customers, ensuring seamless experiences, and lead training programs for customer service representatives. The role demands strong leadership, communication, and technical skills, including familiarity with facility management and IoT technologies. You will supervise daily interactions, leverage platforms like Teams and VOIP, and improve workflows. A typical day involves coordinating with agents, reviewing metrics, leading training, and troubleshooting. 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