📞 Customer Service Representative (CSR) – Remote | U.S. Business Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours
🚀 About the Role
We’re hiring a customer-focused and solutions-driven Customer Service Representative (CSR) to support customers across:
- phone
- email
- live chat
- ticketing platforms
This is not a passive support role.
You will:
- resolve customer issues quickly and professionally
- manage high-volume support requests
- maintain strong customer satisfaction
- document interactions accurately
- ensure customers feel heard, supported, and valued
You’ll serve as the frontline voice of the company — balancing speed, empathy, communication, and problem-solving across every interaction.
If you thrive in fast-paced customer environments and genuinely enjoy helping people, this role is a strong fit.
🔥 What You’ll Own
Customer Support & Issue Resolution
- Handle inbound customer inquiries across:
- phone
- email
- chat
- support tickets
- Resolve customer concerns efficiently while maintaining professionalism and empathy
- Troubleshoot common issues and escalate complex cases when necessary
- Deliver fast, high-quality support experiences
- Maintain strong response times while managing multiple conversations simultaneously
Ticket & Case Management
- Manage support tickets using platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
- Prioritize issues based on:
- urgency
- SLAs
- business impact
- Maintain accurate documentation of:
- customer conversations
- troubleshooting steps
- resolutions
- Monitor open cases and follow up until full resolution
Customer Experience & Communication
- Communicate clearly and professionally across all channels
- De-escalate frustrated customer situations calmly and effectively
- Maintain a customer-first mindset in every interaction
- Capture customer feedback and identify recurring support issues
- Build trust through proactive communication and follow-through
Knowledge Base & Process Support
- Update and maintain:
- FAQs
- support documentation
- internal knowledge bases
- Create and improve:
- response templates
- support macros
- workflow documentation
- Identify recurring issues and suggest service improvements
- Share customer insights with internal teams
Collaboration & Operational Support
- Work closely with:
- operations
- billing
- technical support
- product teams
- Ensure smooth escalations and internal handoffs
- Maintain compliance with:
- company policies
- documentation standards
- privacy requirements
💻 Must-Have Requirements
Experience
- 1–2+ years of experience in:
- customer service
- customer support
- call center support
- client-facing roles
Core Skills
- Experience using customer support platforms such as:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Help Scout
- Strong written and verbal English communication skills
- Strong multitasking and organizational abilities
- Ability to manage high ticket volumes while maintaining quality
- Proficiency with:
- Google Workspace
- Microsoft Office
- Reliable internet connection and professional remote setup
⭐ Nice to Have
- Experience supporting U.S.-based customers
- Background in:
- SaaS
- e-commerce
- healthcare
- finance
- service-based businesses
- Familiarity with:
- live chat systems
- support automation tools
- KPI-driven support environments
- Multilingual communication skills
🧠 What Makes You a Strong Fit
- You genuinely enjoy helping customers and solving problems
- You remain calm and professional under pressure
- You communicate clearly and confidently
- You can manage multiple conversations and priorities simultaneously
- You are organized, detail-oriented, and reliable
- You take ownership of customer issues until they are fully resolved
📅 What a Typical Day Looks Like
- Review and prioritize inbound support tickets and inquiries
- Respond to customers via:
- Troubleshoot issues and coordinate escalations when needed
- Document interactions and maintain accurate support records
- Follow up on unresolved cases
- Identify recurring customer concerns and improvement opportunities
In short:
You ensure customers receive fast, professional, and solutions-focused support that improves trust, satisfaction, and retention.
📊 Key Metrics for Success (KPIs)
- First Contact Resolution (FCR) rate
- Customer Satisfaction (CSAT) and NPS scores
- Average response and resolution times
- SLA compliance
- Ticket quality and documentation accuracy
- Positive customer feedback and QA performance
🌟 Why This Role Stands Out
- High-impact customer-facing role
- Opportunity to strengthen customer experience operations
- Exposure to modern support systems and workflows
- Clear growth opportunities into:
- Senior Customer Support
- Customer Success
- Team Lead
- Operations Support
- Fully remote role with structured support systems
- Fast-paced environment with measurable impact
🧪 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
👉 Apply Now
If you:
- enjoy helping customers
- thrive in fast-paced support environments
- communicate clearly and professionally
- take ownership of problem-solving and customer satisfaction
this role is a strong fit for you.
