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 provide fast, professional, and empathetic customer support across phone, email, live chat, and support ticket platforms.
You’ll serve as the frontline voice of the business, helping customers resolve issues, answering questions, documenting interactions, and ensuring every customer receives a positive and professional experience.
This is a high-volume, customer-facing role where communication, responsiveness, problem-solving, and follow-through are essential.
If you enjoy helping people, communicate confidently, and stay calm and organized in fast-paced environments, 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
You’ll:
- Respond quickly and professionally to customer questions
- Understand customer concerns and identify the appropriate solution
- Troubleshoot common issues
- Resolve requests whenever possible on the first interaction
- Escalate complex cases to the appropriate team
- Follow unresolved issues through completion
- Maintain a professional and empathetic customer experience
Ticket & Case Management
Manage customer requests using support platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
You’ll:
- Create and update support tickets
- Prioritize cases based on urgency and SLA requirements
- Maintain accurate case notes and documentation
- Track outstanding issues and next steps
- Follow up consistently until cases are resolved
- Keep support queues organized and up to date
Customer Communication & De-Escalation
Provide clear, professional communication throughout the customer journey.
You’ll:
- Explain solutions in simple, easy-to-understand language
- Keep customers informed about progress and next steps
- Handle frustrated customers calmly and professionally
- De-escalate difficult situations when necessary
- Set realistic expectations around resolution timelines
- Maintain a customer-first approach without sacrificing accuracy or process
Knowledge Base & Process Support
Help improve the overall customer support experience.
You’ll:
- Update FAQs and support documentation
- Improve response templates and support macros
- Document recurring customer questions
- Identify common support issues and trends
- Share customer feedback with relevant internal teams
- Recommend improvements that reduce repeat issues
Cross-Functional Coordination
Work closely with teams such as:
- Operations
- Billing
- Product
- Technical Support
- Customer Success
You’ll:
- Escalate issues with complete and accurate context
- Coordinate internal follow-ups
- Track cases requiring support from other departments
- Ensure smooth handoffs between teams
- Maintain accurate documentation throughout the process
What Makes You a Strong Fit
You:
- Genuinely enjoy helping customers
- Communicate clearly and professionally
- Stay calm when dealing with frustrated customers
- Can manage multiple conversations and tickets simultaneously
- Are highly organized and detail-oriented
- Take ownership instead of passing problems along
- Follow up consistently until issues are resolved
- Can balance speed with service quality
- Work effectively without constant supervision
Required Experience & Skills
- 1–2+ years of experience in:
- Customer service
- Customer support
- Call center operations
- Client-facing roles
- Strong written and spoken English
- Experience using customer support or ticketing platforms such as:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Help Scout
- Comfortable handling high-volume customer inquiries
- Strong problem-solving and troubleshooting skills
- Excellent multitasking and organizational abilities
- Proficiency with Google Workspace and/or Microsoft Office
- Strong attention to detail and documentation accuracy
- Ability to work independently in a remote environment
- Reliable high-speed internet and professional remote work setup
- Availability during U.S. client business hours
Nice to Have
- Experience supporting U.S.-based customers
- Experience in KPI or SLA-driven customer support environments
- Familiarity with live chat and support automation tools
- Multilingual communication skills
- Experience in:
- SaaS
- E-commerce
- Healthcare
- Finance
- Professional or home services
- Experience handling billing or account-related inquiries
What a Typical Day Looks Like
You might:
- Review and prioritize incoming tickets
- Answer inbound customer calls
- Respond to emails and live chats
- Troubleshoot customer concerns
- Document interactions in the support system
- Follow up on unresolved cases
- Coordinate escalations with internal teams
- De-escalate frustrated customers
- Review SLA deadlines and outstanding tickets
- Identify recurring customer issues
- Update FAQs or support documentation
In short: You ensure customers receive fast, professional, accurate, and solutions-focused support from their first interaction through final resolution.
Key Metrics for Success
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS), where applicable
- Average response time
- Average resolution time
- SLA compliance
- Ticket documentation accuracy
- Queue management and productivity
- Escalation quality
- Customer follow-through and issue resolution
Why This Role Stands Out
- Direct impact on customer satisfaction and retention
- High ownership over the customer experience
- Exposure to modern support and ticketing platforms
- Opportunity to strengthen communication and problem-solving skills
- Fully remote work environment
- Clear growth opportunities into:
- Senior Customer Service Representative
- Customer Support Team Lead
- Customer Success
- Client Experience
- Operations Support
Interview Process
- Initial Phone Screen
- Spark Hire Intro Video
- 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
- Can handle high-volume support without sacrificing quality
- Stay calm and solutions-focused under pressure
- Take ownership and follow through until issues are resolved
This is a strong opportunity to build your career in customer service while supporting a growing U.S.-based business.
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