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
• email
• 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.