Customer Service Representative (CSR) – Remote
Customer Support | Phone | Email | Live Chat | Ticketing Systems
Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours
About the Role
At Pavago, we’re hiring on behalf of one of our clients for a Customer Service Representative (CSR) to deliver exceptional customer support across phone, email, live chat, and ticketing platforms.
This is a customer-first role where you’ll be responsible for:
Resolving customer inquiries
Managing support tickets
Troubleshooting issues
Maintaining customer satisfaction
Delivering timely, professional communication
You’ll serve as the frontline voice of the company, ensuring every customer receives a positive, solutions-focused experience while helping strengthen customer loyalty and retention.
If you enjoy helping people, solving problems, and working in a fast-paced support environment, this role is a strong fit.
What You’ll Own
Customer Support & Issue Resolution
Handle inbound customer inquiries through:
Phone
Live chat
Support tickets
Resolve customer concerns professionally and efficiently.
Troubleshoot common issues and escalate complex cases when necessary.
Deliver timely, high-quality customer support.
Manage multiple customer conversations while maintaining service quality.
Ticket & Case Management
Manage customer support tickets using platforms such as:
Zendesk
Freshdesk
Help Scout
Salesforce Service Cloud
Prioritize cases based on:
Urgency
SLA requirements
Business impact
Maintain accurate documentation of:
Customer interactions
Troubleshooting steps
Case resolutions
Monitor open cases through completion.
Customer Experience & Communication
Communicate clearly and professionally across all support channels.
De-escalate challenging customer situations with empathy and professionalism.
Build trust through proactive communication and consistent follow-up.
Capture customer feedback and identify recurring support trends.
Maintain a customer-first approach in every interaction.
Knowledge Base & Process Improvement
Maintain and update:
FAQs
Internal knowledge base articles
Support documentation
Improve:
Response templates
Support macros
Workflow documentation
Share recurring customer issues and improvement recommendations with internal teams.
Cross-Functional Collaboration
Work closely with:
Operations
Billing
Technical Support
Product teams
Coordinate escalations and ensure smooth issue resolution.
Follow company policies, documentation standards, and privacy requirements.
Requirements
Must-Have Qualifications
1–2 years of experience in:
Customer Service
Customer Support
Call Center
Client-facing roles
Experience using customer support platforms such as:
Zendesk
Freshdesk
Salesforce Service Cloud
Help Scout
Strong written and verbal English communication skills.
Excellent multitasking and organizational skills.
Ability to manage high ticket volumes while maintaining quality.
Proficiency with:
Google Workspace
Microsoft Office
Reliable internet connection and professional remote workspace.
Nice to Have
Experience supporting U.S.-based customers.
Background in:
SaaS
E-commerce
Healthcare
Finance
Service-based businesses
Familiarity with:
Live chat platforms
Customer 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 under pressure.
You communicate clearly and professionally.
You manage multiple priorities efficiently.
You are detail-oriented and highly organized.
You take ownership of customer issues until they are fully resolved.
What a Typical Day Looks Like
Review and prioritize incoming support tickets.
Respond to customers via phone, email, and live chat.
Troubleshoot customer issues and coordinate escalations.
Document customer interactions and update support records.
Follow up on unresolved cases.
Identify recurring issues and recommend service improvements.
In short: You deliver fast, professional, and solution-oriented customer support that strengthens customer satisfaction, loyalty, and retention.
Key Metrics for Success (KPIs)
First Contact Resolution (FCR)
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Average response time
Average resolution time
SLA compliance
Ticket quality and documentation accuracy
Quality assurance (QA) performance
Why Join Us?
High-impact customer-facing role.
Opportunity to strengthen customer experience operations.
Exposure to modern customer support platforms and workflows.
Fully remote work environment.
Career growth opportunities into:
Senior Customer Support Representative
Customer Success Specialist
Team Lead
Operations Support
Interview Process
Initial Phone Screen
Video Interview with Pavago Recruiter
Practical Assessment (Customer Support Scenarios or Simulated Tickets)
Client Interview with Support Leadership
Offer & Background Verification
What Happens After You Apply
Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video is the final step that completes your application and can be recorded whenever it’s convenient for you.
Instead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. This helps hiring managers evaluate your communication style early, making future interviews more meaningful and reducing unnecessary interview rounds.
Don’t overthink it—you can record your video as many times as you’d like before submitting it. Only your final submission will be reviewed.
Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after submitting your application.
Apply Now
If you’re passionate about helping customers, thrive in fast-paced support environments, and take pride in delivering outstanding service, we’d love to hear from you. Apply today and help create exceptional customer experiences every day.
Pavago is a global offshore recruitment platform that specializes in sourcing, vetting, and placing elite remote talent for businesses seeking A-players at 70% lower costs than traditional hiring. The company combines AI-driven candidate sourcing with human expertise to identify and screen offshore professionals across roles including Sales, Marketing, Admin, Finance, IT Engineering, and Product. Pavago's five-step recruitment process aims to deliver vetted candidates within 21 days, offering ongoing support through payroll management, compliance assurance, training, and seamless onboarding. They serve 150+ businesses and provide flexible pricing options including annual memberships with unlimited placements and per-hire sourcing fees. The company sources talent primarily from Latin America, Pakistan, and South Africa, prioritizing candidates with experience working with U.S.-based companies.
