Customer Service Representative

Job Description

Customer Service Representative (CSR) – Remote

Customer Support | Zendesk | Email, Chat & Phone Support

Position Type: Full-Time, Remote

Working Hours: U.S. Client Business Hours

About the Role

We’re hiring for our client, a growing U.S.-based company, seeking 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
  • 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

1. Initial Phone Screen
2. Video Interview with Pavago Recruiter
3. Practical Task (Customer Support Scenarios or Simulated Tickets)
4. Client Interview with Support Leadership
5. Offer & Background Verification

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