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Pavago
Senior Customer Service Lead & Trainer
Remote · Mexico · Full time · Senior level
About the role
Lead, coach, and develop a remote customer service team supporting U.S.-based customers. Focus on training, quality, escalations, and customer experience.
What you’ll do
• Lead and support remote customer service representatives. • Develop and maintain training materials and SOPs. • Handle escalated customer issues professionally. • Monitor team performance and service quality. • Track KPIs and ensure quality benchmarks.
What you’ll bring
• 10+ years customer service leadership experience. • Experience managing remote or offshore teams. • Excellent English communication skills. • Proficient with customer service platforms and VOIP tools. • Strong coaching and performance management skills.
Life at Pavago
Flexible remote work with a focus on team development and customer excellence.