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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.

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