Job Description
Customer Service Representative (CSR) – Remote
Customer Support | Zendesk | Email, Chat & Phone Support
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
We’re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to provide fast, professional, and empathetic support to customers across phone, email, chat, and ticketing systems.
This is a high-impact customer support role for someone who:
- Communicates clearly and confidently
- Stays calm under pressure
- Enjoys solving problems
- Thrives in fast-paced support environments
You’ll act as the frontline voice of the company — helping customers resolve issues, answering questions, managing support tickets, and creating positive customer experiences every day.
If you have experience in customer service, customer support, call center operations, help desk support, live chat support, or Zendesk/ticketing systems, this role could be a great fit.
What You’ll Do
Customer Support & Issue Resolution
- Handle inbound customer inquiries via phone, email, chat, and ticketing platforms
- Resolve customer issues quickly and professionally
- Troubleshoot common customer concerns and escalate complex issues when needed
- Deliver empathetic, customer-first support experiences
- Maintain strong response times and customer satisfaction scores
Ticket & Case Management
- Manage tickets using platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
- Prioritize urgent issues based on SLAs
- Maintain accurate customer records and documentation
- Follow up on unresolved issues until completion
Customer Communication
- Communicate professionally across all channels
- De-escalate frustrated customer situations calmly and confidently
- Capture customer feedback and identify recurring support issues
- Ensure customers feel heard, supported, and informed
Knowledge Base & Process Support
- Update FAQs and internal support documentation
- Improve support templates and canned responses
- Identify recurring support trends and suggest improvements
- Share customer insights with internal teams
Collaboration & Operations Support
- Work closely with operations, billing, product, and technical teams
- Ensure smooth escalations and accurate handoffs
- Maintain compliance with company policies and documentation standards
What Makes You a Great Fit
- You genuinely enjoy helping customers
- You communicate clearly and professionally
- You stay organized while handling multiple conversations
- You remain calm in high-volume support environments
- You take ownership of customer issues until resolution
- You are reliable, detail-oriented, and proactive
Required Skills & Experience
- 1–2 years of experience in:
- Customer service
- Customer support
- Call center support
- Client-facing roles
- Experience using:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Other ticketing platforms
- Strong written and verbal English communication skills
- Strong multitasking and organizational skills
- Comfortable in KPI-driven support environments
- Proficiency with Google Workspace or Microsoft Office
- Reliable internet connection and professional remote setup
Preferred Experience
- Supporting U.S.-based customers
- SaaS, e-commerce, healthcare, finance, or service industries
- Experience with live chat and support automation tools
- Multilingual communication skills are a plus
What a Typical Day Looks Like
- Review and prioritize incoming support tickets
- Respond to customers via phone, email, and chat
- Troubleshoot issues and coordinate escalations
- Maintain accurate ticket documentation
- Follow up on unresolved cases
- Help improve customer satisfaction and support quality
In short: you ensure customers receive fast, professional, and solutions-focused support that strengthens customer trust and satisfaction.
KPIs & Success Metrics
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- SLA & response time compliance
- Ticket resolution speed
- Documentation accuracy
- Quality assurance scores
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Customer Support Task
- Client Interview
- Offer & Background Verification
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