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 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.