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.