Customer Service Representative

Role Summary

• Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours
• Position Type: Full-Time, Remote
• Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat .

• You’ll be the frontline voice of the company , responsible for:
• Resolving customer issues quickly
• Delivering a positive support experience
• Maintaining strong communication under pressure

If you’re someone who is empathetic, organized, and thrives in fast-paced environments , this role is for you.

Handle 50–100 daily support tickets using platforms like

• Zendesk
• Freshdesk
• Salesforce Service Cloud

Respond via

• Phone
• Email
• Live chat
• Social channels
• Aim for first-contact resolution (FCR)
• Escalate complex issues to Tier 2 or technical teams
• Ticket & SLA Management
• Prioritize tickets based on urgency and SLA requirements
• Track and manage open cases to ensure timely resolution
• Document all interactions clearly in the system
• Maintain organized and complete ticket records
• Knowledge Base & Efficiency
• Update internal knowledge bases and FAQs

Create and improve

• Response templates
• Macros
• Help reduce repetitive tickets through better documentation
• Customer Experience & Feedback
• Communicate with empathy and professionalism
• Capture customer feedback (CSAT, NPS)
• Identify recurring issues and flag trends
• Escalate negative experiences for quick resolution
• Collaboration

Work closely with

• Product
• Engineering
• Operations teams
• Provide insights to improve customer experience and product quality
• Compliance & Quality

Ensure compliance with

• GDPR
• HIPAA (if applicable)
• Maintain confidentiality when handling customer data
• Follow quality standards for all interactions
• What Success Looks Like
• High first-contact resolution rates
• Fast response and resolution within SLA
• Strong customer satisfaction (CSAT ≥ 90%)
• Clean, organized ticket management
• Positive feedback from customers and leadership
• What Makes You a Strong Fit
• Patient, empathetic, and customer-focused
• Strong communicator (written and verbal)
• Comfortable handling high ticket volumes
• Organized and detail-oriented
• Resilient under pressure
• Adaptable across different industries and customer types
• Requirements (Must-Have)

1–2+ years in

• Customer service
• Call center
• Support roles

Experience using at least one platform

• Zendesk
• Freshdesk
• Salesforce Service Cloud

Proficiency with

• Microsoft Office
• Google Workspace
• Ability to manage multiple tickets and priorities simultaneously

Industry exposure

• SaaS
• E-commerce
• Healthcare
• Finance
• Experience in KPI-driven environments

Familiarity with

• Chatbots
• AI-powered support tools
• Tools You’ll Use
• Zendesk / Freshdesk / Salesforce Service Cloud
• Email & chat systems
• Knowledge base tools
• Internal collaboration platforms
• What a Typical Day Looks Like
• Review and prioritize incoming tickets
• Respond to customer inquiries across channels
• Resolve issues or escalate when needed
• Update knowledge base with new solutions
• Collaborate with internal teams on complex cases
• Track feedback and improve support quality
• Clear or update ticket queue before end of day

In short

You ensure every customer interaction ends with clarity, professionalism, and resolution.

• Key Metrics (KPIs)
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• CSAT / NPS scores (target ≥ 90%)
• SLA adherence
• Ticket backlog management

Responsibilities

Customer Interaction & Issue Resolution

Requirements

Skills

• Strong typing and multitasking ability
• Excellent written and verbal English
• Nice to Have
• Multilingual support experience

About the Company

Work directly with leadership in a highly visible role.

Operate at the forefront of AI, marketing, and automation.

Gain exposure across content, growth, outreach, events, and operations.

Significant ownership and creative freedom.

Opportunity to build systems that directly impact business growth.

Fully remote work environment.

Additional Information

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Task (handle sample tickets)
• Client Interview
• Offer & Background Verification
• Apply Now

If you’re a customer-first professional who can handle volume without compromising quality , we’d love to hear from you.

Apply now and become the voice that delivers exceptional customer experiences every day.