Senior Customer Service Lead & Trainer

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

Senior Customer Service Lead & Trainer

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)

About the Role

At Pavago, one of our clients is hiring a Senior Customer Service Lead & Trainer to lead, coach, and develop a high-performing remote customer service team supporting U.S.-based customers.

This is a hands-on leadership role focused on improving team performance, developing training programs, maintaining service quality, handling escalations, and delivering an exceptional customer experience. You’ll work closely with customer service representatives and leadership to strengthen processes, improve communication, and build a customer-first support culture.

Responsibilities

Team Leadership & Performance

• 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.

Training & Onboarding

• Lead onboarding and training for new customer service team members.
• Develop and maintain training materials, SOPs, scripts, and quality standards.
• Conduct call reviews, QA evaluations, and coaching sessions.
• Ensure new hires ramp quickly and meet performance expectations.

Customer Experience & Operations

• Maintain high-quality customer support across phone, email, chat, and digital channels.
• Improve customer satisfaction through coaching and process improvements.
• Partner with internal teams to streamline support workflows.
• Ensure consistent professionalism across all customer interactions.

Reporting & Quality Assurance

• Track customer service KPIs and team performance metrics.
• Monitor service quality, response times, escalations, and productivity.
• Maintain accurate documentation and operational standards.
• Ensure consistent adherence to quality benchmarks and processes.

Required Experience & Skills

• 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.

Nice to Have

• Experience supporting U.S.-based customers.
• Background in facility management, energy, SaaS, or technology-enabled services.
• Experience in startup or high-growth environments.
• Experience building or improving customer service training programs.

What Success Looks Like

• High customer satisfaction and service quality scores.
• Improved team productivity and operational efficiency.
• Successful onboarding and employee development.
• Effective handling of escalations.
• Consistent QA performance and process compliance.
• Continuous improvement in team performance and customer experience.

Interview Process

• Initial Recruiter Screening
• Practical Assessment
• Client Interview
• Offer & Onboarding