Working Hours: EST
About Pavago
Pavago is seeking a motivated and experienced Customer Service Lead to join our client's team. The ideal candidate will have strong leadership skills and the ability to manage an offshore customer service team and interactions effectively. The role requires excellent communication skills and familiarity with facility management and technologies to support a high-tech customer service environment.
Key Responsibilities
- Customer service and technical support interactions: interact with customers, ensuring a seamless and high-quality experience for end users.
- Team Leadership: Manage and motivate a team of offshore customer service agents to deliver exceptional service.
- Training & Development: Design and implement effective training programs to upskill customer service representatives.
- Customer Support Oversight: Supervise daily customer interactions to ensure high-quality service and timely issue resolution.
- Technology Utilization: Leverage platforms such as Teams, VOIP phone systems, and various customer service tools to enhance team performance.
- Process Improvement: Identify opportunities to streamline workflows and improve customer satisfaction metrics.
- Experience: Minimum of 3 years in customer service leadership or management roles.
- Communication Skills: Outstanding written and verbal communication abilities.
- Tech Savvy: Familiarity with customer service platforms, VOIP systems, and Microsoft Teams.
- Industry Know-How: Prior experience or knowledge in facility management or IoT technology is highly advantageous.
- Self-Motivation: Proven ability to work independently and proactively in a remote or hybrid setup.
- Leadership: You excel at inspiring and guiding teams to exceed customer expectations.
- Analytical Mindset: You thrive on solving problems and improving processes continuously.
- Tech Enthusiast: You’re comfortable navigating new tools and technologies that enhance customer service delivery.
- Communicator: Your communication style fosters clarity, collaboration, and trust within your team.
- Curious and Committed: You have a genuine drive to learn and grow, committed to long-term success.
A typical day is busy and engaging within fast-paced tech culture. You’ll start your day coordinating with offshore service agents, reviewing customer service metrics, and addressing any issues that arise. Throughout the day, you’ll lead training sessions, troubleshoot support challenges, and collaborate with technology teams to optimize tools. Your proactive approach and excellent communication skill will ensure your team remains motivated and empowered to provide top-tier service.
Interview Process
- Initial Phone Call – Engage in a brief conversation to understand your experience and suitability for the role.
- Video Interview – Dive deeper into your professional background and assess your skills in a 30-minute call.
- Practical Assessment (Optional) – Showcase your leadership and training abilities through relevant scenarios.
- Final Client Interview – Have a comprehensive discussion with our client to ensure mutual alignment.
- Background Checks – Conduct swift verification of your references and past employment details.
If you’re passionate about leading customer service teams with a blend of technology and exceptional communication skills, and eager to contribute to a vibrant tech startup environment, we’d love to hear from you!