Description Senior Customer Service Lead & Trainer
Full-Time Remote | U.Senior Customer Service Lead & Trainer
to lead, coach, and elevate a remote customer service team supporting U.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.
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
Track and analyze customer service KPIs and team performance metrics Monitor: service quality, response

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