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 aCustomer Service Representative (CSR) to deliver fast, professional, and empathetic support across phone, email, chat, and ticketing platforms.

This is a high-volume, customer-facing role where communication, responsiveness, and problem-solving are critical.

You’ll serve as the frontline voice of the company — helping customers resolve issues, answering questions, documenting interactions accurately, and ensuring every customer feels supported throughout the experience.

This role is ideal for someone who:

• communicates clearly under pressure
• enjoys helping people
• stays organized in fast-paced environments
• takes ownership of customer issues until resolution

If you thrive in support-focused environments and care deeply about customer experience — this role is a strong fit.

🔥 What You’ll Own

Customer Support & Issue Resolution

• Handle inbound customer inquiries across:
• phone
• email
• live chat
• support tickets
• Resolve customer concerns quickly and professionally
• Troubleshoot common customer issues and escalate complex cases when needed
• Deliver empathetic, solutions-focused customer experiences
• Maintain fast response times while managing multiple conversations simultaneously

Ticket & Case Management

• Manage support requests using platforms such as:
• Zendesk
• Freshdesk
• Help Scout
• Salesforce Service Cloud
• Prioritize tickets based on:
• urgency
• SLA requirements
• business impact
• Maintain accurate ticket documentation and case updates
• Ensure unresolved issues receive proper follow-up until completion

Customer Communication & Experience

• Communicate clearly and professionally across all support channels
• De-escalate frustrated customer situations calmly and effectively
• Maintain a customer-first mindset during every interaction
• Capture recurring issues and customer feedback for internal improvement

Knowledge Base & Process Support

• Update FAQs, support documentation, and knowledge base articles
• Improve response templates and support macros
• Identify recurring support trends and operational gaps
• Share customer insights with operations, product, or leadership teams

Cross-Functional Coordination

• Collaborate with:
• operations
• billing
• product
• technical support teams
• Escalate issues accurately when needed
• Ensure smooth internal handoffs for unresolved cases
• Maintain compliance with internal policies and documentation standards

📊 What Success Looks Like

• Customers receive fast and professional support
• Tickets are resolved accurately and efficiently
• SLA response times remain consistently strong
• Documentation and CRM updates stay accurate
• Customer satisfaction and CSAT scores improve
• Escalations are handled smoothly with strong communication

🧠 What Makes You a Strong Fit

• You genuinely enjoy helping customers
• You stay calm and organized under pressure
• You communicate professionally and confidently
• You can multitask effectively without sacrificing quality
• You’re detail-oriented and reliable with follow-through
• You take ownership of issues until they are fully resolved

✅ Must-Have Requirements

Experience

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

Technical Skills

• Experience using support platforms such as:
• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Help Scout
• Proficiency with:
• Google Workspace
• Microsoft Office
• Comfortable managing high-volume ticket environments

Communication & Execution

• Strong written and verbal English communication skills
• Excellent multitasking and organizational abilities
• Ability to work independently in remote environments
• Reliable internet connection and professional remote work setup

⭐ Nice to Have

• Experience supporting U.S.-based customers
• Background in:
• SaaS
• e-commerce
• healthcare
• finance
• service-based businesses
• Experience in KPI-driven support environments
• Familiarity with:
• live chat systems
• support automation tools
• Multilingual communication skills

🛠️ Tools & Platforms

• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Help Scout
• Google Workspace
• Microsoft Office
• Live chat and ticketing systems

📅 What a Typical Day Looks Like

• Review and prioritize incoming support tickets
• Respond to customer inquiries via phone, email, and chat
• Troubleshoot issues and coordinate escalations
• Document interactions and maintain ticket accuracy
• Follow up on unresolved cases
• Identify recurring issues and recommend process improvements

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

📈 Key Metrics for Success (KPIs)

• First Contact Resolution (FCR) rate
• Customer Satisfaction (CSAT) and NPS scores
• Average response and resolution times
• SLA compliance
• Accuracy of ticket documentation
• Queue management and follow-through quality

🌟 Why This Role Stands Out

• High-impact customer-facing role
• Opportunity to strengthen communication and problem-solving skills
• Exposure to customer operations and support systems
• Fast-paced environment with measurable impact
• Clear growth opportunities into:
• Customer Success
• Team Lead
• Operations Support
• Client Experience roles
• Fully remote role with structured workflows and expectations

🧪 Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Customer Support Scenario
• Client Interview with Support Leadership
• Offer & Background Verification

👉 Apply Now

If you:

• enjoy helping customers solve problems
• communicate clearly and professionally
• thrive in fast-paced support environments
• care deeply about customer experience and follow-through

this is a strong opportunity to grow within customer support and client operations.