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 customer support across phone, email, live chat, and ticketing systems.
This is a customer-facing support role designed for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping customers solve problems.
You will act as the frontline voice of the company — ensuring customers receive timely support, accurate resolutions, and a positive experience throughout every interaction.
If you are:
- calm under pressure
- highly organized
- solutions-oriented
- comfortable managing high ticket volumes
- strong in communication and follow-through
this role is a strong fit.
🎯 What You’ll Own
Customer Support & Issue Resolution
- Handle inbound customer inquiries via:
- phone
- email
- live chat
- support tickets
- Resolve customer concerns efficiently while maintaining professionalism and empathy
- Troubleshoot common customer issues and escalate complex cases appropriately
- Deliver high-quality support experiences that improve customer satisfaction and trust
- Maintain fast response times while balancing multiple conversations and priorities
Ticket & Case Management
- Manage support requests using platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
- Prioritize urgent cases based on SLAs and business impact
- Document customer interactions clearly and accurately within ticketing systems
- Monitor open tickets and ensure proper follow-up through resolution
- Maintain organized, accurate, and audit-ready support records
Customer Experience & Communication
- Communicate professionally and empathetically across all customer channels
- De-escalate frustrated customer situations calmly and effectively
- Maintain a customer-first mindset during every interaction
- Capture customer feedback and identify recurring issues or service gaps
- Ensure customers feel heard, supported, and informed throughout the support process
Knowledge Base & Process Support
- Update FAQs, response templates, and internal support documentation
- Improve support macros and customer communication workflows
- Identify recurring customer concerns and recommend process improvements
- Share customer insights and recurring trends with internal teams
Cross-Functional Coordination
- Collaborate with:
- operations
- billing
- technical teams
- product teams
- Ensure accurate handoffs for escalated issues
- Maintain compliance with company procedures, documentation standards, and privacy policies
✅ What Makes You a Strong Fit
- You genuinely enjoy helping customers and solving problems
- You remain calm, professional, and patient under pressure
- You communicate clearly across phone, chat, and email
- You can manage high ticket volumes without sacrificing quality
- You are organized, detail-oriented, and reliable with follow-through
- You take ownership of customer concerns until they are fully resolved
📌 Requirements (Must-Have)
Experience
- 1–2+ years of experience in:
- customer service
- customer support
- call center environments
- client-facing support roles
Technical & Operational Skills
- Experience using customer support platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
- Strong proficiency in:
- Google Workspace
- Microsoft Office tools
- Comfortable working in high-volume support environments
- Reliable remote work setup with stable internet connection
Communication Skills
- Strong written and verbal English communication
- Professional and empathetic communication style
- Strong multitasking and organizational abilities
- Ability to handle difficult customer situations professionally
⭐ Nice to Have
- Experience supporting U.S.-based customers
- Background in:
- SaaS
- e-commerce
- healthcare
- finance
- service-based businesses
- Experience in KPI-driven customer support environments
- Familiarity with:
- live chat systems
- support automation tools
- Multilingual communication skills
🛠️ Tools & Platforms
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
- Google Workspace
- Microsoft Office
- Live chat & ticketing platforms
📅 What a Typical Day Looks Like
- Review and prioritize inbound support tickets and customer inquiries
- Respond to customers via phone, email, and live chat
- Troubleshoot customer issues and coordinate escalations when needed
- Update ticketing systems with accurate notes and documentation
- Follow up on unresolved cases to ensure completion
- Identify recurring issues and contribute ideas for improving support processes
In short:
You ensure customers receive fast, professional, and solutions-focused support that strengthens customer 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 ticket documentation and updates
- Positive customer feedback and QA scores
🌟 Why This Role Stands Out
- High-impact customer-facing role
- Opportunity to strengthen customer experience and retention
- Collaborative and structured remote environment
- Exposure to modern customer support systems and workflows
- Clear growth opportunities into:
- Customer Success
- Team Lead
- Operations Support
- Client Experience roles
🧪 Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Assessment (Customer Support Scenarios / Simulated Tickets)
- Client Interview with Support Leadership
- Offer & Background Verification
👉 Apply Now
If you:
- enjoy helping customers and solving problems
- communicate clearly and professionally
- thrive in fast-paced support environments
- can manage multiple conversations while maintaining quality
this is a strong opportunity to grow within a customer-focused remote support role.
