Customer Service Representative

• Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & Phone
• Position Type: Full-Time, Remote
• Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)

About the Role

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.

This role is focused on:

• Resolving issues quickly
• Managing ticket queues efficiently
• Maintaining strong customer experience

You’ll be the frontline voice of the company, ensuring every customer interaction is:

Clear

Professional

Resolved

What You’ll Own

Customer Support & Issue Resolution

Handle 50–100 daily tickets via:

Zendesk

Freshdesk

Salesforce Service Cloud

Respond across:

Phone

Email

Live chat

• Social channels
• Aim for first-contact resolution whenever possible
• Escalate complex issues to Tier 2/technical teams
• Ticket Management & SLA Ownership
• Prioritize tickets based on urgency and SLA requirements
• Maintain complete and accurate case notes
• Monitor open tickets to ensure timely resolution
• Keep backlog low and under control
• Customer Communication
• Communicate with empathy and professionalism

Ensure customers feel:

Heard

Understood

Supported

• Handle high-volume workloads without compromising quality
• Knowledge Base & Efficiency
• Update internal knowledge base and FAQs

Create and refine:

Response templates

Macros

• Improve resolution speed and consistency
• Customer Feedback & Insights
• Capture customer sentiment (CSAT, NPS)
• Identify recurring issues and trends
• Share insights with product/support teams
• Collaboration & Escalation

Work closely with:

Product

Engineering

Operations

• Ensure smooth resolution of complex cases
• Provide feedback to improve systems and workflows
• Compliance & Quality
• Follow privacy and compliance standards (GDPR, HIPAA if applicable)
• Maintain confidentiality of sensitive customer data
• Ensure quality across all interactions

What Makes You a Strong Fit

• You are patient, empathetic, and solution-oriented
• You communicate clearly under pressure
• You can handle high ticket volumes without losing quality
• You are organized and disciplined with follow-ups
• You adapt quickly across tools and workflows
• Required Experience & Skills

1–2 years in:

Customer support

Call center

Service roles

Experience with ticketing tools like:

Zendesk

Freshdesk

Salesforce Service Cloud

Strong typing and multitasking ability

Proficiency in:

• Google Workspace
• Microsoft Office
• Excellent written and verbal English communication

Nice to Have

Multilingual support capability

Experience in:

SaaS

E-commerce

Healthcare

Finance

Familiarity with KPI-driven environments

Exposure to:

Chatbots

AI support tools

What a Typical Day Looks Like

• Review and prioritize ticket queue
• Respond to customer inquiries across channels
• Resolve issues or escalate when needed
• Update knowledge base and documentation
• Capture feedback and identify trends
• Clear backlog and ensure SLA compliance

In short:

You ensure every customer issue is resolved quickly, clearly, and professionally.

• Key Metrics (KPIs)
• First Contact Resolution (FCR)
• Average Handle Time (AHT) within SLA
• CSAT / NPS scores (≥ 90% target)
• Ticket backlog within SLA limits
• Quality and consistency of responses
• Why This Role Stands Out
• High-volume, structured support environment
• Clear KPIs and performance visibility
• Cross-functional exposure (product, ops, engineering)
• Opportunity to grow into senior support or CX roles
• Remote flexibility with defined workflows
• Interview Process
• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Task (simulate support tickets)
• Client Interview
• Offer & Background Verification

Apply Now

If you:

• Enjoy helping customers
• Thrive in fast-paced support environments
• Can handle high volume with consistency

This role is a strong fit.