Customer Service Representative

Customer Service Representative (CSR)

Position Type: Full-Time, Remote

Working Hours: U.S. Client Business Hours

About the Role

We’re hiring a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences.

This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems.

You’ll serve as the frontline voice of the company — handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported.

The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times.

What You’ll Own

Customer Support & Issue Resolution

• Handle inbound customer inquiries across phone, email, chat, and support tickets

• Resolve customer issues quickly while maintaining professionalism and empathy

• Troubleshoot common customer concerns and escalate complex cases when necessary

• Deliver high-quality support experiences that build customer trust and satisfaction

• Maintain fast response times while balancing multiple conversations and priorities

Ticket & Case Management

• Manage support tickets using platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud

• Prioritize urgent issues based on SLAs and business impact

• Document customer interactions clearly and accurately within the ticketing system

• Monitor open tickets and ensure proper follow-up until resolution

Customer Experience & Communication

• Communicate clearly, professionally, and empathetically across all support channels

• De-escalate frustrated customer situations calmly and effectively

• Capture customer feedback and identify recurring issues or service gaps

• Maintain a customer-first mindset throughout every interaction

Knowledge Base & Process Support

• Update internal knowledge bases, FAQs, and support documentation

• Create and improve response templates and support macros

• Identify recurring support trends and suggest process improvements

• Support internal teams by sharing customer insights and recurring issues

Collaboration & Operations Support

• Work closely with operations, product, billing, or technical teams to resolve escalated issues

• Ensure accurate handoffs for unresolved cases

• Maintain compliance with company policies, privacy standards, and documentation requirements

What Makes You a Great Fit

• You genuinely enjoy helping customers and solving problems

• You stay calm and professional under pressure

• You communicate clearly and confidently across phone, email, and chat

• You can manage high ticket volumes without sacrificing quality

• You are organized, detail-oriented, and reliable with follow-through

• You take ownership of customer issues until they are resolved

Required Experience & Skills

• 1–2 years of experience in customer service, support, call center, or client-facing roles

• Experience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud

• Strong written and verbal English communication skills

• Strong multitasking and organizational abilities

• Comfortable handling high-volume support environments

• Proficiency with Google Workspace or Microsoft Office tools

• Reliable internet connection and professional remote work setup

Preferred Experience

• Experience supporting U.S.-based customers

• Background in SaaS, e-commerce, healthcare, finance, or service-based industries

• Experience working in KPI-driven support environments

• Familiarity with live chat systems and support automation tools

• Multilingual communication skills are a plus

What a Typical Day Looks Like

A Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will:

• Review and prioritize inbound support tickets and customer inquiries

• Respond to customers via phone, email, and chat throughout the day

• Troubleshoot issues and coordinate with internal teams when escalation is needed

• Document customer interactions and maintain accurate records in the support system

• Follow up on unresolved cases to ensure completion and customer satisfaction

• Identify recurring customer concerns and contribute ideas for service improvement

In short: you ensure customers receive fast, professional, and solutions-focused support that strengthens trust and satisfaction.

Key Metrics for Success (KPIs)

• First Contact Resolution (FCR) rate

• Customer Satisfaction (CSAT) and NPS scores

• Average Response Time and SLA compliance

• Ticket resolution speed and queue management

• Accuracy of documentation and ticket updates

• Positive customer feedback and quality assurance scores

Interview Process

• Initial Phone Screen

• Video Interview with Pavago Recruiter

• Practical Task (Customer Support Scenarios or Simulated Tickets)

• Client Interview with Support Leadership

• Offer & Background Verification

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