Pavago connecting businesses with top talent, streamlining hiring processes, and providing comprehensive support for long-term success.

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Senior Customer Service Lead & Trainer

Job TypeFull Time

QualificationBA/BSc/HND

Experience10 years

LocationNairobi

Job FieldCustomer Care , Education / Teaching

Responsibilities

Team Leadership & Performance

• Lead, manage, and support offshore customer service agents
• Monitor team performance and provide regular coaching and feedback
• Handle escalations and complex customer interactions when needed

Training & Onboarding

• Own onboarding and training for new customer service hires
• Conduct call reviews and quality checks
• Maintain training materials, scripts, and service standards

Customer Experience & Operations

• Ensure high-quality customer support across phone and digital channels
• Maintain service consistency and customer satisfaction
• Work with internal teams to improve workflows and processes

Tool, Reporting & Documentation

• Use customer service and communication tools effectively
• Track performance metrics and service KPIs
• Ensure accurate documentation and process adherence

What Makes You a Perfect Fit

• Strong leadership and coaching skills
• Customer-first mindset with attention to quality
• Organized, reliable, and comfortable managing remote teams
• Confident communicator with a calm approach under pressure
• Adaptable in fast-paced environments

Required Experience & Skills (Minimum)

• 10+ years of experience leading or supervising customer service teams
• Experience managing offshore or distributed teams
• Strong spoken and written English communication skills
• Experience using customer service platforms and VOIP systems
• Ability to manage priorities in a remote setting

• Lead, manage, and support offshore customer service agents
• Monitor team performance and provide regular coaching and feedback
• Handle escalations and complex customer interactions when needed
• Own onboarding and training for new customer service hires
• Conduct call reviews and quality checks
• Maintain training materials, scripts, and service standards
• Ensure high-quality customer support across phone and digital channels
• Maintain service consistency and customer satisfaction
• Work with internal teams to improve workflows and processes
• Use customer service and communication tools effectively
• Track performance metrics and service KPIs
• Ensure accurate documentation and process adherence

• Strong leadership and coaching skills
• Customer-first mindset with attention to quality
• Organized, reliable, and comfortable managing remote teams
• Confident communicator with a calm approach under pressure
• Adaptable in fast-paced environments
• Strong spoken and written English communication skills
• Experience using customer service platforms and VOIP systems
• Ability to manage priorities in a remote setting

• BA/BSc/HND
• 10+ years of experience leading or supervising customer service teams
• Experience managing offshore or distributed teams