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.