Senior Customer Service Lead & Trainer
Position Type: Full-Time, Remote
At Pavago, one of our clients is hiring a Senior Customer Service Lead & Trainer to lead, coach, and develop a high-performing remote customer service team supporting U.This is a hands-on leadership role focused on improving team performance, developing training programs, maintaining service quality, handling escalations, and delivering an exceptional customer experience. You'll work closely with customer service representatives and leadership to strengthen processes, improve communication, and build a customer-first support culture.
Team Leadership & Performance
Lead, coach, and support remote customer service representatives.
Monitor daily performance, productivity, and service quality.
Conduct regular coaching sessions and performance reviews.
Training & Onboarding
Lead onboarding and training for new customer service team members.
Develop and maintain training materials, SOPs, scripts, and quality standards.
Conduct call reviews, QA evaluations, and coaching sessions.
Ensure new hires ramp quickly and meet performance expectations.
Customer Experience & Operations




Maintain high-quality customer support across phone, email, chat, and digital channels.
Improve customer satisfaction through coaching and process improvements.
Reporting & Quality Assurance
Track customer service KPIs and team performance metrics.
Monitor service quality, response times, escalations, and productivity.
Ensure consistent adherence to quality benchmarks and processes.
10+ years of customer service leadership or supervisory experience.
~ Experience managing remote or offshore customer service teams.
~ Excellent written and spoken English communication skills.
~ Experience using customer service platforms, ticketing systems, VOIP tools, and communication software.
~ Strong coaching, mentoring, and performance management skills.

~ Background in facility management, energy, SaaS, or technology-enabled services.
Experience building or improving customer service training programs.
High customer satisfaction and service quality scores.
Consistent QA performance and process compliance.
Continuous improvement in team performance and customer experience.

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