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
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