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

We’re hiring a customer-focused and solutions-driven Customer Service Representative (CSR) to support customers across:

• phone

• email

• live chat

• ticketing platforms

This is not a passive support role.

You will:

• resolve customer issues quickly and professionally

• manage high-volume support requests

• maintain strong customer satisfaction

• document interactions accurately

• ensure customers feel heard, supported, and valued

You’ll serve as the frontline voice of the company — balancing speed, empathy, communication, and problem-solving across every interaction.

If you thrive in fast-paced customer environments and genuinely enjoy helping people, this role is a strong fit.

🔥 What You’ll Own

Customer Support & Issue Resolution

• Handle inbound customer inquiries across:

• phone

• email

• chat

• support tickets

• Resolve customer concerns efficiently while maintaining professionalism and empathy

• Troubleshoot common issues and escalate complex cases when necessary

• Deliver fast, high-quality support experiences

• Maintain strong response times while managing multiple conversations simultaneously

Ticket & Case Management

• Manage support tickets using platforms such as:

• Zendesk

• Freshdesk

• Help Scout

• Salesforce Service Cloud

• Prioritize issues based on:

• urgency

• SLAs

• business impact

• Maintain accurate documentation of:

• customer conversations

• troubleshooting steps

• resolutions

• Monitor open cases and follow up until full resolution

Customer Experience & Communication

• Communicate clearly and professionally across all channels

• De-escalate frustrated customer situations calmly and effectively

• Maintain a customer-first mindset in every interaction

• Capture customer feedback and identify recurring support issues

• Build trust through proactive communication and follow-through

Knowledge Base & Process Support

• Update and maintain:

• FAQs

• support documentation

• internal knowledge bases

• Create and improve:

• response templates

• support macros

• workflow documentation

• Identify recurring issues and suggest service improvements

• Share customer insights with internal teams

Collaboration & Operational Support

• Work closely with:

• operations

• billing

• technical support

• product teams

• Ensure smooth escalations and internal handoffs

• Maintain compliance with:

• company policies

• documentation standards

• privacy requirements

💻 Must-Have Requirements

Experience

• 1–2+ years of experience in:

• customer service

• customer support

• call center support

• client-facing roles

Core Skills

• Experience using customer support platforms such as:

• Zendesk

• Freshdesk

• Salesforce Service Cloud

• Help Scout

• Strong written and verbal English communication skills

• Strong multitasking and organizational abilities

• Ability to manage high ticket volumes while maintaining quality

• Proficiency with:

• Google Workspace

• Microsoft Office

• Reliable internet connection and professional remote setup

⭐ Nice to Have

• Experience supporting U.S.-based customers

• Background in:

• SaaS

• e-commerce

• healthcare

• finance

• service-based businesses

• Familiarity with:

• live chat systems

• support automation tools

• KPI-driven support environments

• Multilingual communication skills

🧠 What Makes You a Strong Fit

• You genuinely enjoy helping customers and solving problems

• You remain calm and professional under pressure

• You communicate clearly and confidently

• You can manage multiple conversations and priorities simultaneously

• You are organized, detail-oriented, and reliable

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

📅 What a Typical Day Looks Like

• Review and prioritize inbound support tickets and inquiries

• Respond to customers via:

• phone

• email

• live chat

• Troubleshoot issues and coordinate escalations when needed

• Document interactions and maintain accurate support records

• Follow up on unresolved cases

• Identify recurring customer concerns and improvement opportunities

In short: You ensure customers receive fast, professional, and solutions-focused support that improves trust, satisfaction, and retention.

📊 Key Metrics for Success (KPIs)

• First Contact Resolution (FCR) rate

• Customer Satisfaction (CSAT) and NPS scores

• Average response and resolution times

• SLA compliance

• Ticket quality and documentation accuracy

• Positive customer feedback and QA performance

🌟 Why This Role Stands Out

• High-impact customer-facing role

• Opportunity to strengthen customer experience operations

• Exposure to modern support systems and workflows

• Clear growth opportunities into:

• Senior Customer Support

• Customer Success

• Team Lead

• Operations Support

• Fully remote role with structured support systems

• Fast-paced environment with measurable impact

🧪 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

👉 Apply Now

If you:

• enjoy helping customers

• thrive in fast-paced support environments

• communicate clearly and professionally

• take ownership of problem-solving and customer satisfaction

this role is a strong fit for you.