# Senior Customer Service Lead & Trainer

> Pavago · Mexico (Remote) · — · Posted 2026-05-17

**Workplace:** remote

**Department:** Candidate Sourcing

## 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.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/F96F043320/apply)

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