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

If you:

• Enjoy helping customers
• Thrive in fast-paced support environments
• Can handle high volume with consistency

This role is a strong fit.