Remote Senior Customer Service Leader & Training Coach

Pavago; México; Remote; MXN 1,662,000 - 2,585,000; Full time

Job summary

Pavago is seeking a Senior Customer Service Lead & Trainer to lead a remote, U.S.-facing service team. You will coach reps, drive performance, and design training that elevates customer experience across phone, email, chat, and digital channels.

In this hands-on leadership role, you will build scalable processes, monitor metrics, and partner with internal teams to deliver consistent quality. Strong English, and remote leadership experience are essential.

Qualifications

• 10+ years of customer service leadership or supervisory experience.
• Experience managing remote or offshore customer service teams.
• Excellent written and spoken English communication skills.
• Experience using customer service platforms, ticketing systems, VOIP tools, and communication software.
• Strong coaching, mentoring, and performance management skills.
• Ability to manage priorities independently in a remote environment.

Responsibilities

• Lead, coach, and support remote customer service representatives.
• Monitor daily performance, productivity, and service quality.
• Conduct regular coaching sessions and performance reviews.
• Provide actionable feedback to improve communication and efficiency.
• Handle escalated customer issues professionally.
• Foster a culture of accountability and customer excellence.
• Lead onboarding and training for new team members.
• Develop training materials, SOPs, scripts, and quality standards.
• Conduct call reviews, QA evaluations, and coaching sessions.
• Ensure hires ramp quickly and meet performance expectations.
• Maintain high quality support across channels.
• Improve customer satisfaction through coaching and process improvements.
• Partner with internal teams to streamline workflows.
• Track customer service KPIs and team performance metrics.
• Maintain documentation and operational standards.

Skills

Customer service leadership

Remote team management

English communication

Coaching and mentoring

Performance management

Remote prioritization

Tools

Ticketing systems

VOIP tools

Communication software

Job description

Pavago is seeking a Senior Customer Service Lead & Trainer to lead a remote, U.S.-facing service team. You will coach reps, drive performance, and design training that elevates customer experience across phone, email, chat, and digital channels.

In this hands-on leadership role, you will build scalable processes, monitor metrics, and partner with internal teams to deliver consistent quality. Strong English, and remote leadership experience are essential.