Customer Service Representative

Job Description

Customer Service Representative (CSR) – Remote

Customer Support | Zendesk | Live Chat | Email Support | Phone Support

Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)

About the Role

At Pavago, one of our clients is hiring a Customer Service Representative (CSR) to deliver exceptional customer support across phone, email, live chat, and ticketing platforms.

This is a fast-paced, customer-facing role focused on resolving inquiries quickly, managing support queues efficiently, and delivering an outstanding customer experience. You’ll serve as the first point of contact for customers, ensuring every interaction is handled professionally, accurately, and with empathy.

If you enjoy helping people, solving problems, and working in a high-volume support environment, this is an excellent opportunity to grow your career in customer experience.

What You’ll Own

Customer Support & Issue Resolution

• Respond to customer inquiries via:
• Phone
• Email
• Live Chat
• Social Media
• Manage 50–100 customer tickets daily using platforms such as:
• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Aim for first-contact resolution whenever possible.
• Escalate technical or complex issues to the appropriate internal teams.

Ticket Management & SLA Ownership

• Prioritize incoming tickets based on urgency and service-level agreements (SLAs).
• Maintain accurate case notes and customer records.
• Monitor open tickets to ensure timely follow-up and resolution.
• Keep ticket queues organized while minimizing backlog.

Customer Communication

• Deliver professional, empathetic, and solution-oriented support.
• Communicate clearly across written and verbal channels.
• Handle high volumes without compromising quality or customer satisfaction.
• Build trust through every customer interaction.

Knowledge Base & Process Improvement

• Update internal knowledge base articles and FAQs.
• Create and improve response templates and macros.
• Identify opportunities to improve support efficiency and consistency.
• Contribute to documentation that helps reduce repeat inquiries.

Customer Feedback & Insights

• Capture customer feedback through CSAT and NPS surveys.
• Identify recurring customer issues and trends.
• Share actionable insights with Product, Operations, and Leadership teams.
• Help improve products, services, and customer support processes.

Cross-Functional Collaboration

• Work closely with:
• Product
• Engineering
• Operations
• Customer Success
• Coordinate smooth escalation and resolution of customer issues.
• Communicate recurring pain points and improvement opportunities.

Compliance & Quality

• Follow company policies and customer support best practices.
• Maintain confidentiality of customer information.
• Ensure compliance with applicable privacy regulations (GDPR, HIPAA, where applicable).
• Consistently meet quality assurance standards.

Requirements

Must-Have Qualifications

Experience

• 1–2 years of experience in:
• Customer Service
• Customer Support
• Call Center
• Client Support
• Experience working in high-volume customer support environments.

Technical Skills

• Experience using customer support platforms such as:
• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Strong typing and multitasking abilities.
• Proficiency with:
• Google Workspace
• Microsoft Office
• Excellent written and verbal English communication skills.

Nice-to-Have

• Multilingual customer support experience.
• Background supporting:
• SaaS
• E-commerce
• Healthcare
• Financial Services
• Experience working in KPI-driven customer support environments.
• Familiarity with AI-powered customer support tools or chatbots.

What Makes You a Strong Fit

• Patient, empathetic, and customer-focused.
• Excellent communicator under pressure.
• Comfortable managing high ticket volumes efficiently.
• Organized with strong attention to detail and follow-through.
• Quick learner who adapts easily to new systems and workflows.
• Strong problem-solving mindset with a positive attitude.

What a Typical Day Looks Like

• Review and prioritize the support ticket queue.
• Respond to customer inquiries across multiple channels.
• Resolve issues or coordinate escalations when needed.
• Update customer records and case documentation.
• Improve knowledge base content and support resources.
• Monitor SLA performance and maintain ticket quality.
• Share recurring customer feedback with internal teams.

In short: You ensure every customer receives timely, professional, and effective support while helping improve the overall customer experience.

Key Metrics for Success (KPIs)

• First Contact Resolution (FCR)
• Average Handle Time (AHT) within SLA targets
• Customer Satisfaction (CSAT) score
• Net Promoter Score (NPS)
• Ticket backlog maintained within SLA
• Response quality and documentation accuracy
• Positive customer feedback and quality assurance scores

Why This Role Stands Out

• Opportunity to make a direct impact on customer satisfaction.
• Structured support environment with clear KPIs and growth opportunities.
• Cross-functional collaboration with Product, Engineering, and Operations teams.
• Fully remote work environment.
• Clear career progression into:
• Senior Customer Support Representative
• Customer Success Specialist
• Quality Assurance Analyst
• Team Lead
• Customer Experience Manager

Interview Process

1. Initial Phone Screen
2. Spark Hire Intro Video (3–5 minutes)
3. Practical Assessment (Customer Support Ticket Simulation)
4. Final Client Interview
5. Offer & Background Verification

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video is the next step that completes your application and can be recorded whenever it’s convenient for you.

Instead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. This helps the hiring team evaluate your communication style early, making future interviews more meaningful while reducing unnecessary interview rounds.

Don’t overthink it—you can record your video as many times as you’d like before submitting it. Only your final submission will be reviewed.

Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after submitting your application.

Apply Now

If you’re passionate about helping customers, enjoy solving problems, and thrive in a fast-paced support environment, we’d love to hear from you. Apply today and become part of a team dedicated to delivering exceptional customer experiences every day.