Job Description

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.

Apply Now