Customer Service Representative

Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & Phone

Position Type: Full-Time, Remote

Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)

About the Role

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.

This role is focused on

• Resolving issues quickly
• Managing ticket queues efficiently
• Maintaining strong customer experience

You’ll be the frontline voice of the company, ensuring every customer interaction is

Clear

Professional

Resolved

What You’ll Own

Customer Support & Issue Resolution

Handle 50–100 daily tickets via

Zendesk

Freshdesk

Salesforce Service Cloud

Respond across

Phone

Email

• Live chat
• Social channels
• Aim for first-contact resolution whenever possible
• Escalate complex issues to Tier 2/technical teams
• Ticket Management & SLA Ownership
• Prioritize tickets based on urgency and SLA requirements
• Maintain complete and accurate case notes
• Monitor open tickets to ensure timely resolution
• Keep backlog low and under control

Customer Communication

Communicate with empathy and professionalism

Ensure customers feel

Heard

Understood

Supported

• Handle high-volume workloads without compromising quality
• Knowledge Base & Efficiency
• Update internal knowledge base and FAQs

Create and refine

Response templates

Macros

• Improve resolution speed and consistency
• Customer Feedback & Insights
• Capture customer sentiment (CSAT, NPS)
• Identify recurring issues and trends
• Share insights with product/support teams
• Collaboration & Escalation

Work closely with

Product

Engineering

Operations

• Ensure smooth resolution of complex cases
• Provide feedback to improve systems and workflows
• Compliance & Quality
• Follow privacy and compliance standards (GDPR, HIPAA if applicable)
• Maintain confidentiality of sensitive customer data
• Ensure quality across all interactions

What Makes You a Strong Fit

• You are patient, empathetic, and solution-oriented
• You communicate clearly under pressure
• You can handle high ticket volumes without losing quality
• You are organized and disciplined with follow-ups
• You adapt quickly across tools and workflows
• Required Experience & Skills

1–2 years in

• Customer support
• Call center
• Service roles

Experience with ticketing tools like

Zendesk

Freshdesk

Salesforce Service Cloud

Strong typing and multitasking ability

Proficiency in

Google Workspace

Microsoft Office

Excellent written and verbal English communication

Nice to Have

Multilingual support capability

Experience in

SaaS

E-commerce

Healthcare

Finance

Familiarity with KPI-driven environments

Exposure to

Chatbots

AI support tools

What a Typical Day Looks Like

• Review and prioritize ticket queue
• Respond to customer inquiries across channels
• Resolve issues or escalate when needed
• Update knowledge base and documentation
• Capture feedback and identify trends
• Clear backlog and ensure SLA compliance

In short

You ensure every customer issue is resolved quickly, clearly, and professionally.

Key Metrics (KPIs)

First Contact Resolution (FCR)

• Average Handle Time (AHT) within SLA
• CSAT / NPS scores (≥ 90% target)
• Ticket backlog within SLA limits
• Quality and consistency of responses

Why This Role Stands Out

• High-volume, structured support environment
• Clear KPIs and performance visibility
• Cross-functional exposure (product, ops, engineering)
• Opportunity to grow into senior support or CX roles
• Remote flexibility with defined workflows

Interview Process

Initial Phone Screen

Video Interview with Pavago Recruiter

Practical Task (simulate support tickets)

Client Interview

Offer & Background Verification

Apply Now

If you

Enjoy helping customers

Thrive in fast-paced support environments

Can handle high volume with consistency

This role is a strong fit.

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