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 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