Senior Customer Service Lead & Trainer
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (EST)
About the Role
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.S.-based customers.
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.
ResponsibilitiesTeam Leadership & Performance
Lead, coach, and support remote customer service representatives.
Monitor daily performance, productivity, and service quality.
Conduct regular coaching sessions and performance reviews.
Provide actionable feedback to improve communication and efficiency.
Handle escalated customer issues professionally.
Foster a culture of accountability and customer excellence.




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.
Partner with internal teams to streamline support workflows.
Ensure consistent professionalism across all customer interactions.
Reporting & Quality Assurance
Track customer service KPIs and team performance metrics.
Monitor service quality, response times, escalations, and productivity.
Maintain accurate documentation and operational standards.
Ensure consistent adherence to quality benchmarks and processes.

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