Customer Service Representative

Customer Service Representative (CSR) – Remote | U.S. Business Hours

Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours

🌟 About the Role

At Pavago, one of our clients is hiring a Customer Service Representative (CSR) to deliver fast, professional, and empathetic customer support across phone, email, live chat, and ticketing systems.

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

You will act as the frontline voice of the company — ensuring customers receive timely support, accurate resolutions, and a positive experience throughout every interaction.

If you are:

• calm under pressure

• highly organized

• solutions-oriented

• comfortable managing high ticket volumes

• strong in communication and follow-through

this role is a strong fit.

🎯 What You’ll Own

Customer Support & Issue Resolution

• Handle inbound customer inquiries via:

• phone

• email

• live chat

• support tickets

• Resolve customer concerns efficiently while maintaining professionalism and empathy

• Troubleshoot common customer issues and escalate complex cases appropriately

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

• Maintain fast response times while balancing multiple conversations and priorities

Ticket & Case Management

• Manage support requests using platforms such as:

• Zendesk

• Freshdesk

• Help Scout

• Salesforce Service Cloud

• Prioritize urgent cases based on SLAs and business impact

• Document customer interactions clearly and accurately within ticketing systems

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

• Maintain organized, accurate, and audit-ready support records

Customer Experience & Communication

• Communicate professionally and empathetically across all customer channels

• De-escalate frustrated customer situations calmly and effectively

• Maintain a customer-first mindset during every interaction

• Capture customer feedback and identify recurring issues or service gaps

• Ensure customers feel heard, supported, and informed throughout the support process

Knowledge Base & Process Support

• Update FAQs, response templates, and internal support documentation

• Improve support macros and customer communication workflows

• Identify recurring customer concerns and recommend process improvements

• Share customer insights and recurring trends with internal teams

Cross-Functional Coordination

• Collaborate with:

• operations

• billing

• technical teams

• product teams

• Ensure accurate handoffs for escalated issues

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

✅ What Makes You a Strong Fit

• You genuinely enjoy helping customers and solving problems

• You remain calm, professional, and patient under pressure

• You communicate clearly across phone, chat, and email

• You can manage high ticket volumes without sacrificing quality

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

• You take ownership of customer concerns until they are fully resolved

📌 Requirements (Must-Have)

Experience

• 1–2+ years of experience in:

• customer service

• customer support

• call center environments

• client-facing support roles

Technical & Operational Skills

• Experience using customer support platforms such as:

• Zendesk

• Freshdesk

• Help Scout

• Salesforce Service Cloud

• Strong proficiency in:

• Google Workspace

• Microsoft Office tools

• Comfortable working in high-volume support environments

• Reliable remote work setup with stable internet connection

Communication Skills

• Strong written and verbal English communication

• Professional and empathetic communication style

• Strong multitasking and organizational abilities

• Ability to handle difficult customer situations professionally

⭐ Nice to Have

• Experience supporting U.S.-based customers

• Background in:

• SaaS

• e-commerce

• healthcare

• finance

• service-based businesses

• Experience in KPI-driven customer support environments

• Familiarity with:

• live chat systems

• support automation tools

• Multilingual communication skills

🛠️ Tools & Platforms

• Zendesk

• Freshdesk

• Help Scout

• Salesforce Service Cloud

• Google Workspace

• Microsoft Office

• Live chat & ticketing platforms

📅 What a Typical Day Looks Like

• Review and prioritize inbound support tickets and customer inquiries

• Respond to customers via phone, email, and live chat

• Troubleshoot customer issues and coordinate escalations when needed

• Update ticketing systems with accurate notes and documentation

• Follow up on unresolved cases to ensure completion

• Identify recurring issues and contribute ideas for improving support processes

In short: You ensure customers receive fast, professional, and solutions-focused support that strengthens customer 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 ticket documentation and updates

• Positive customer feedback and QA scores

🌟 Why This Role Stands Out

• High-impact customer-facing role

• Opportunity to strengthen customer experience and retention

• Collaborative and structured remote environment

• Exposure to modern customer support systems and workflows

• Clear growth opportunities into:

• Customer Success

• Team Lead

• Operations Support

• Client Experience roles

🧪 Interview Process

• Initial Phone Screen

• Video Interview with Pavago Recruiter

• Practical Assessment (Customer Support Scenarios / Simulated Tickets)

• Client Interview with Support Leadership

• Offer & Background Verification

👉 Apply Now

If you:

• enjoy helping customers and solving problems

• communicate clearly and professionally

• thrive in fast-paced support environments

• can manage multiple conversations while maintaining quality

this is a strong opportunity to grow within a customer-focused remote support role.