Description
? 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 Own
Team 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 an

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