Senior Customer Service Lead & Trainer

Full-Time Remote | U.S. Business Hours (EST)

About the Role

We’re hiring a highly experienced and people-focused Senior Customer Service Lead & Trainer to lead, coach, and elevate a remote customer service team supporting U.S.-based customers.

This is not just a supervisory role — you will play a direct role in:

- improving team performance,
- developing training systems,
- maintaining service quality,
- handling escalations,
- and ensuring a consistently excellent customer experience.

You’ll work closely with offshore customer service representatives while partnering with leadership to improve workflows, strengthen communication standards, and build a high-performing support culture.

If you are a strong coach, calm under pressure, and passionate about customer experience and team development — this role is for you.

What You’ll OwnTeam Leadership & Performance Management

- Lead, support, and manage remote customer service representatives
- Monitor daily team performance and service quality
- Conduct regular coaching sessions and performance reviews
- Provide clear, actionable feedback to improve communication and efficiency
- Handle escalated customer interactions professionally and effectively
- Foster a customer-first, accountability-driven support culture

Training & Onboarding

- Own onboarding and training processes for new customer service hires
- Develop and maintain:
- - training materials,
- SOPs,
- scripts,
- call standards,
- and support documentation

- Conduct:
- - call reviews,
- QA evaluations,
- and coaching sessions

- Ensure new hires ramp quickly and meet performance expectations

Customer Experience & Service Operations

- Ensure consistent, high-quality customer support across:
- - phone,
- email,
- chat,
- and digital communication channels





- Improve customer satisfaction through structured coaching and operational consistency
- Collaborate with internal teams to streamline support workflows and reduce friction
- Maintain professionalism and responsiveness across all customer interactions

Reporting, QA & Documentation

- Track and analyze customer service KPIs and team performance metrics
- Monitor:
- - service quality,
- response times,
- escalations,
- and productivity trends

- Maintain accurate documentation and adherence to operational processes
- Ensure service standards and quality benchmarks remain consistent

✅ Required Experience & Skills

- 10+ years of customer service leadership or supervisory experience
- Experience managing offshore or distributed customer service teams
- Strong spoken and written English communication skills
- Experience using:
- - customer service platforms,
- ticketing systems,
- VOIP tools,
- and communication software

- Strong coaching, mentoring, and performance management abilities
- Ability to manage priorities independently in a remote environment

- Preferred Qualifications

- Experience supporting U.S.-based customers
- Background in:
- - facility management,
- energy,
- SaaS,
- or tech-enabled services

- Startup or high-growth operational experience
- Experience building or improving customer service training systems

What Makes You a Great Fit

- You lead with accountability, structure, and professionalism




- You are calm under pressure and confident handling escalations
- You genuinely enjoy coaching and developing people
- You are highly organized and operationally disciplined
- You thrive in fast-paced remote environments
- You focus on consistency, quality, and customer satisfaction

What a Typical Day Looks Like

Your day may include:

- Coaching and supporting customer service agents
- Reviewing calls, tickets, and QA performance
- Conducting onboarding and training sessions
- Handling escalated customer situations
- Reviewing service metrics and team KPIs
- Collaborating with internal departments to improve workflows
- Updating SOPs, scripts, and training documentation

In short:
You ensure the customer service team performs at a high level while delivering a professional and consistent customer experience.

Key Metrics for Success (KPIs)

- Customer satisfaction and service quality scores
- Team productivity and operational efficiency
- Training effectiveness and onboarding success
- Escalation resolution quality and speed
- QA consistency and process adherence
- Employee performance improvement over time

Why This Role Stands Out

- Lead and shape a remote customer support operation
- Direct impact on customer experience and team performance
- Opportunity to improve systems, training, and operational quality
- Work closely with leadership in a growing environment
- Remote flexibility with long-term growth potential

Interview Process

- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Assessment
- Client Interview
- Offer & Onboarding

Apply Now

If you’re:

- an experienced customer service leader,
- passionate about coaching and operational excellence,
- and confident managing remote support teams,

we’d love to hear from you.

📌 Senior Customer Service Lead & Trainer (México)
🏢 Pavago
📍 México