Customer Service Representative

Customer Service Representative (CSR) – Remote Customer Support | Zendesk | Email, Chat & Phone Support Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours About the Role We’re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences. This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems. You’ll serve as the frontline voice of the company — handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported. The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times. What You’ll Own Customer Support & Issue Resolution - Handle inbound customer inquiries across phone, email, chat, and support tickets - Resolve customer issues quickly while maintaining professionalism and empathy - Troubleshoot common customer concerns and escalate complex cases when necessary - Deliver high-quality support experiences that build customer trust and satisfaction - Maintain fast response times while balancing multiple conversations and priorities Ticket & Case Management - Manage support tickets using platforms such as: - Zendesk - Freshdesk - Help Scout - Salesforce Service Cloud - Prioritize urgent issues based on SLAs and business impact - Document customer interactions clearly and accurately within the ticketing system - Monitor open tickets and ensure proper follow-up until resolution Customer Experience & Communication - Communicate clearly, professionally, and empathetically across all support channels - De-escalate frustrated customer situations calmly and effectively - Capture customer feedback and identify recurring issues or service gaps - Maintain a customer-first mindset throughout every interaction Knowledge Base & Process Support - Update internal knowledge bases, FAQs, and support documentation - Create and improve response templates and support macros - Identify recurring support trends and suggest process improvements - Support internal teams by sharing customer insights and recurring issues Collaboration & Operations Support - Work closely with operations, product, billing, or technical teams to resolve escalated issues - Ensure accurate handoffs for unresolved cases - Maintain compliance with company policies, privacy standards, and documentation requirements What Makes You a Great Fit - You genuinely enjoy helping customers and solving problems - You stay calm and professional under pressure - You communicate clearly and confidently across phone, email, and chat - You can manage high ticket volumes without sacrificing quality - You are organized, detail-oriented, and reliable with follow-through - You take ownership of customer issues until they are resolved Required Experience & Skills - 1–2 years of experience in customer service, support, call center, or client-facing roles - Experience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud - Strong written and verbal English communication skills - Strong multitasking and organizational abilities - Comfortable handling high-volume support environments - Proficiency with Google Workspace or Microsoft Office tools - Reliable internet connection and professional remote work setup Preferred Experience - Experience supporting U.S.-based customers - Background in SaaS, e-commerce, healthcare, finance, or service-based industries - Experience working in KPI-driven support environments - Familiarity with live chat systems and support automation tools - Multilingual communication skills are a plus What a Typical Day Looks Like A Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will: - Review and prioritize inbound support tickets and customer inquiries - Respond to customers via phone, email, and chat throughout the day - Troubleshoot issues and coordinate with internal teams when escalation is needed - Document customer interactions and maintain accurate records in the support system - Follow up on unresolved cases to ensure completion and customer satisfaction - Identify recurring customer concerns and contribute ideas for service improvement In short: you ensure customers receive fast, professional, and solutions-focused support that strengthens 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 documentation and ticket updates - Positive customer feedback and quality assurance scores Interview Process - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (Customer Support Scenarios or Simulated Tickets) - Client Interview with Support Leadership - Offer & Background Verification #CustomerService #CustomerSupport #CSR #RemoteJobs #SupportRepresentative #Zendesk #CustomerExperience #RemoteWork #ClientSupport