About The Role

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.

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