Customer Service Representative

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

We’re hiring a customer-focused and solutions-driven Customer Service Representative (CSR) to support customers across:

• phone
• email
• live chat
• ticketing platforms

This is not a passive support role.

You will:

• resolve customer issues quickly and professionally
• manage high-volume support requests
• maintain strong customer satisfaction
• document interactions accurately
• ensure customers feel heard, supported, and valued

You’ll serve as the frontline voice of the company — balancing speed, empathy, communication, and problem-solving across every interaction.

If you thrive in fast-paced customer environments and genuinely enjoy helping people, this role is a strong fit.

🔥 What You’ll Own

Customer Support & Issue Resolution

• Handle inbound customer inquiries across:

  • phone
  • email
  • chat
  • support tickets

• Resolve customer concerns efficiently while maintaining professionalism and empathy

• Troubleshoot common issues and escalate complex cases when necessary

• Deliver fast, high-quality support experiences

• Maintain strong response times while managing multiple conversations simultaneously

Ticket & Case Management

• Manage support tickets using platforms such as:

  • Zendesk
  • Freshdesk
  • Help Scout
  • Salesforce Service Cloud

• Prioritize issues based on:

  • urgency
  • SLAs
  • business impact

• Maintain accurate documentation of:

  • customer conversations
  • troubleshooting steps
  • resolutions

• Monitor open cases and follow up until full resolution

Customer Experience & Communication

• Communicate clearly and professionally across all channels
• De-escalate frustrated customer situations calmly and effectively
• Maintain a customer-first mindset in every interaction
• Capture customer feedback and identify recurring support issues
• Build trust through proactive communication and follow-through

Knowledge Base & Process Support

• Update and maintain:

  • FAQs
  • support documentation
  • internal knowledge bases

• Create and improve:

  • response templates
  • support macros
  • workflow documentation

• Identify recurring issues and suggest service improvements

• Share customer insights with internal teams

Collaboration & Operational Support

• Work closely with:

  • operations
  • billing
  • technical support
  • product teams

• Ensure smooth escalations and internal handoffs

• Maintain compliance with:

  • company policies
  • documentation standards
  • privacy requirements

💻 Must-Have Requirements

Experience

• 1–2+ years of experience in:

  • customer service
  • customer support
  • call center support
  • client-facing roles

Core Skills

• Experience using customer support platforms such as:

  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
  • Help Scout

• Strong written and verbal English communication skills

• Strong multitasking and organizational abilities

• Ability to manage high ticket volumes while maintaining quality

• Proficiency with:

  • Google Workspace
  • Microsoft Office

• Reliable internet connection and professional remote setup

⭐ Nice to Have

• Experience supporting U.S.-based customers

• Background in:

  • SaaS
  • e-commerce
  • healthcare
  • finance
  • service-based businesses

• Familiarity with:

  • live chat systems
  • 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 and professional under pressure
• You communicate clearly and confidently
• You can manage multiple conversations and priorities simultaneously
• You are organized, detail-oriented, and reliable
• You take ownership of customer issues until they are fully resolved

📅 What a Typical Day Looks Like

• Review and prioritize inbound support tickets and inquiries

• Respond to customers via:

  • phone
  • email
  • live chat

• Troubleshoot issues and coordinate escalations when needed

• Document interactions and maintain accurate support records

• Follow up on unresolved cases

• Identify recurring customer concerns and improvement opportunities

In short:

You ensure customers receive fast, professional, and solutions-focused support that improves trust, satisfaction, and retention.

📊 Key Metrics for Success (KPIs)

• First Contact Resolution (FCR) rate
• Customer Satisfaction (CSAT) and NPS scores
• Average response and resolution times
• SLA compliance
• Ticket quality and documentation accuracy
• Positive customer feedback and QA performance

🌟 Why This Role Stands Out

• High-impact customer-facing role

• Opportunity to strengthen customer experience operations

• Exposure to modern support systems and workflows

• Clear growth opportunities into:

  • Senior Customer Support
  • Customer Success
  • Team Lead
  • Operations Support

• Fully remote role with structured support systems

• Fast-paced environment with measurable impact

🧪 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

👉 Apply Now

If you:

• enjoy helping customers
• thrive in fast-paced support environments
• communicate clearly and professionally
• take ownership of problem-solving and customer satisfaction

this role is a strong fit for you.