Job Description
Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends)
About the Role
We’re hiring a Customer Service Representative (CSR) to handle high-volume inbound support and deliver a fast, professional, and customer-first experience.
This is not a low-volume support role — you will manage 50–100+ tickets per day across multiple channels while maintaining quality and speed.
If you’re someone who can stay calm under pressure, communicate clearly, and resolve issues efficiently — this role is built for you.
What You’ll Own
Customer Support & Issue Resolution (Primary Focus)
Handle 50–100+ daily tickets via:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Help Scout
Support customers via:
- Phone
- Live chat
- Social media
Resolve issues on first contact whenever possible
Escalate complex cases to Tier 2 or technical teams
Ticket Management & SLA Execution
- Prioritize tickets based on urgency and SLA
- Maintain complete and accurate documentation for every interaction
- Track open tickets and ensure timely resolution
- Keep backlog under control and within SLA targets
Knowledge Base & Efficiency
- Update FAQs and internal knowledge base
- Create and refine response templates/macros
- Improve efficiency and consistency across responses
Customer Experience & Feedback
Maintain empathetic, professional communication
Capture:
- CSAT
- NPS
- Customer sentiment
Identify recurring issues and report trends
Cross-Team Collaboration
Work with:
- Product
- Operations
- Engineering
Help resolve complex issues and improve workflows
Share customer insights to improve product/service
Compliance & Quality
Follow privacy and compliance standards:
- GDPR
- HIPAA (if applicable)
Maintain confidentiality of customer data
Ensure consistent quality across all interactions
What Makes You a Strong Fit
- You are patient, empathetic, and solution-focused
- You communicate clearly and professionally
- You can handle high volume without sacrificing quality
- You stay calm under pressure
- You are adaptable and quick to learn
Required Experience & Skills
1–2 years experience in:
- Customer service
- Call center
- Support roles
Experience with at least one platform:
- Zendesk / Freshdesk / Salesforce Service Cloud
Strong typing and multitasking ability
Proficiency with:
- Microsoft Office
- Google Workspace
Nice to Have
Multilingual capabilities
Experience in:
- SaaS
- E-commerce
- Healthcare
- Finance
Familiarity with KPI-driven environments
Exposure to:
- Chatbots
- AI-driven support tools
What a Typical Day Looks Like
- Review and prioritize incoming tickets
- Respond across phone, chat, and email
- Resolve issues quickly and accurately
- Update knowledge base when needed
- Collaborate with internal teams for escalations
- Track customer sentiment and feedback
- Close tickets or hand off with proper documentation
In short:
You ensure every customer interaction is fast, clear, and resolved.
Key Metrics (KPIs)
- First Contact Resolution (FCR)
- Average Handle Time (AHT) within SLA
- CSAT / NPS ≥ 90%
- Ticket backlog managed within SLA
- Quality and consistency of responses
Why This Role Stands Out
- High-impact frontline role
- Clear performance metrics and expectations
- Exposure to multiple industries and tools
- Opportunity to grow into QA, team lead, or operations roles
- Fast-paced, structured environment
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Task (handling sample tickets)
- Client Interview
- Offer & Background Verification
Apply Now
If you:
- Can handle high-volume support environments
- Communicate clearly and professionally
- Take pride in resolving customer issues
This role is a strong fit.
