Senior Customer Service Lead & Trainer
New
P
PavagoCustomer Service
Mexico. Colombia. Brazil. Costa Rica, U.S. Business Hours (EST)Full-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 10+ years
- Required Skills
- Quality Assurance
Requirements
- 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.
- Ability to manage priorities independently in a remote environment.
Responsibilities
- Lead, coach, and support remote customer service representatives.
- Monitor daily performance, productivity, and service quality.
- Conduct regular coaching sessions and performance reviews.
- Handle escalated customer issues professionally.
- 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.
- Track customer service KPIs and team performance metrics.
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