Description Senior Customer Service Lead & TrainerFull-Time Remote | U.S. Business Hours (EST)? About the RoleWe'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 ManagementLead, support, and manage remote customer service representativesMonitor daily team performance and service qualityConduct regular coaching sessions and performance reviewsProvide clear, actionable feedback to improve communication and efficiencyHandle escalated customer interactions professionally and effectivelyFoster a customer-first, accountability-driven support cultureTraining & OnboardingOwn onboarding and training processes for new customer service hiresDevelop and maintain:training materials,SOPs,scripts,call standards,and support documentationConduct:call reviews,QA evaluations,and coaching sessionsEnsure new hires ramp quickly and meet performance expectationsCustomer Experience & Service OperationsEnsure consistent,



high-quality customer support across:phone,email,chat,and digital communication channelsImprove customer satisfaction through structured coaching and operational consistencyCollaborate with internal teams to streamline support workflows and reduce frictionMaintain professionalism and responsiveness across all customer interactionsReporting, QA & DocumentationTrack and analyze customer service KPIs and team performance metricsMonitor:service quality,response times,escalations,and productivity trendsMaintain accurate documentation and adherence to operational processesEnsure service standards and quality benchmarks remain consistent✅ Required Experience & Skills10+ years of customer service leadership or supervisory experienceExperience managing offshore or distributed customer service teamsStrong spoken and written English communication skillsExperience using:customer service platforms,ticketing systems,VOIP tools,and communication softwareStrong coaching, mentoring, and performance management abilitiesAbility to manage priorities independently in a remote environment⭐ Preferred QualificationsExperience supporting U.S.-based customersBackground in:facility management,energy,SaaS,or tech-enabled servicesStartup or high-growth operational experienceExperience building or improving customer service training systems? What Makes You a Great FitYou lead with accountability, structure,



and professionalismYou are calm under pressure and confident handling escalationsYou genuinely enjoy coaching and developing peopleYou are highly organized and operationally disciplinedYou thrive in fast-paced remote environmentsYou focus on consistency, quality, and customer satisfaction What a Typical Day Looks LikeYour day may include:Coaching and supporting customer service agentsReviewing calls, tickets, and QA performanceConducting onboarding and training sessionsHandling escalated customer situationsReviewing service metrics and team KPIsCollaborating with internal departments to improve workflowsUpdating SOPs, scripts, and training documentationIn 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 scoresTeam productivity and operational efficiencyTraining effectiveness and onboarding successEscalation resolution quality and speedQA consistency and process adherenceEmployee performance improvement over time Why This Role Stands OutLead and shape a remote customer support operationDirect impact on customer experience and team performanceOpportunity to improve systems, training, and operational qualityWork closely with leadership in a growing environmentRemote flexibility with long-term growth potential? Interview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical AssessmentClient InterviewOffer & Onboarding Apply NowIf 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 (Mérida)
🏢 Pavago
📍 Mérida