Job Description
📞 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 a Customer 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
- 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.
