Job Description
Customer Service Representative (CSR)
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours
About the Role
We’re hiring a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences.
This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems.
You’ll serve as the frontline voice of the company — handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported.
The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times.
What You’ll Own
Customer Support & Issue Resolution
• Handle inbound customer inquiries across phone, email, chat, and support tickets
• Resolve customer issues quickly while maintaining professionalism and empathy
• Troubleshoot common customer concerns and escalate complex cases when necessary
• Deliver high-quality support experiences that build customer trust and satisfaction
• Maintain fast response times while balancing multiple conversations and priorities
Ticket & Case Management
• Manage support tickets using platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud
• Prioritize urgent issues based on SLAs and business impact
• Document customer interactions clearly and accurately within the ticketing system
• Monitor open tickets and ensure proper follow-up until resolution
Customer Experience & Communication
• Communicate clearly, professionally, and empathetically across all support channels
• De-escalate frustrated customer situations calmly and effectively
• Capture customer feedback and identify recurring issues or service gaps
• Maintain a customer-first mindset throughout every interaction
Knowledge Base & Process Support
• Update internal knowledge bases, FAQs, and support documentation
• Create and improve response templates and support macros
• Identify recurring support trends and suggest process improvements
• Support internal teams by sharing customer insights and recurring issues
Collaboration & Operations Support
• Work closely with operations, product, billing, or technical teams to resolve escalated issues
• Ensure accurate handoffs for unresolved cases
• Maintain compliance with company policies, privacy standards, and documentation requirements
What Makes You a Great Fit
• You genuinely enjoy helping customers and solving problems
• You stay calm and professional under pressure
• You communicate clearly and confidently across phone, email, and chat
• You can manage high ticket volumes without sacrificing quality
• You are organized, detail-oriented, and reliable with follow-through
• You take ownership of customer issues until they are resolved
Required Experience & Skills
• 1–2 years of experience in customer service, support, call center, or client-facing roles
• Experience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud
• Strong written and verbal English communication skills
• Strong multitasking and organizational abilities
• Comfortable handling high-volume support environments
• Proficiency with Google Workspace or Microsoft Office tools
• Reliable internet connection and professional remote work setup
Preferred Experience
• Experience supporting U.S.-based customers
• Background in SaaS, e-commerce, healthcare, finance, or service-based industries
• Experience working in KPI-driven support environments
• Familiarity with live chat systems and support automation tools
• Multilingual communication skills are a plus
What a Typical Day Looks Like
A Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will:
• Review and prioritize inbound support tickets and customer inquiries
• Respond to customers via phone, email, and chat throughout the day
• Troubleshoot issues and coordinate with internal teams when escalation is needed
• Document customer interactions and maintain accurate records in the support system
• Follow up on unresolved cases to ensure completion and customer satisfaction
• Identify recurring customer concerns and contribute ideas for service improvement
In short: you ensure customers receive fast, professional, and solutions-focused support that strengthens trust and satisfaction.
Key Metrics for Success (KPIs)
• First Contact Resolution (FCR) rate
• Customer Satisfaction (CSAT) and NPS scores
• Average Response Time and SLA compliance
• Ticket resolution speed and queue management
• Accuracy of documentation and ticket updates
• Positive customer feedback and quality assurance scores
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
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