Customer Service Representative

Role Summary

• Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.S. Hours
• Position Type: Full-Time, Remote
• Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends)

We’re hiring a Customer Service Representative (CSR) to handle high-volume inbound support and deliver a fast, professional, and customer-first experience.

This is not a low-volume support role — you will manage 50–100+ tickets per day across multiple channels while maintaining quality and speed.

If you’re someone who can stay calm under pressure, communicate clearly, and resolve issues efficiently — this role is built for you.

Handle 50–100+ daily tickets via

• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Help Scout

Support customers via

• Phone
• Email
• Live chat
• Social media
• Resolve issues on first contact whenever possible
• Escalate complex cases to Tier 2 or technical teams
• Ticket Management & SLA Execution
• Prioritize tickets based on urgency and SLA
• Maintain complete and accurate documentation for every interaction
• Track open tickets and ensure timely resolution
• Keep backlog under control and within SLA targets
• Knowledge Base & Efficiency
• Update FAQs and internal knowledge base
• Create and refine response templates/macros
• Improve efficiency and consistency across responses
• Customer Experience & Feedback
• Maintain empathetic, professional communication

Capture

• CSAT
• NPS
• Customer sentiment
• Identify recurring issues and report trends
• Cross-Team Collaboration

Work with

• Product
• Operations
• Engineering
• Help resolve complex issues and improve workflows
• Share customer insights to improve product/service
• Compliance & Quality

1–2 years experience in

• Customer service
• Call center
• Support roles

Experience with at least one platform

Zendesk / Freshdesk / Salesforce Service Cloud

Strong typing and multitasking ability

Proficiency with

Microsoft Office

Google Workspace

Experience in

• SaaS
• E-commerce
• Healthcare
• Finance
• Familiarity with KPI-driven environments

In short

You ensure every customer interaction is fast, clear, and resolved.

• Key Metrics (KPIs)
• First Contact Resolution (FCR)
• Average Handle Time (AHT) within SLA

CSAT / NPS ≥ 90%

• Ticket backlog managed within SLA
• Quality and consistency of responses
• Why This Role Stands Out
• High-impact frontline role
• Clear performance metrics and expectations
• Exposure to multiple industries and tools
• Opportunity to grow into QA, team lead, or operations roles
• Fast-paced, structured environment

If you

• Can handle high-volume support environments
• Communicate clearly and professionally
• Take pride in resolving customer issues

This role is a strong fit.

Responsibilities

Customer Support & Issue Resolution (Primary Focus)

Requirements

• Nice to Have
• Multilingual capabilities

Exposure to

• Chatbots
• AI-driven support tools
• What a Typical Day Looks Like
• Review and prioritize incoming tickets
• Respond across phone, chat, and email
• Resolve issues quickly and accurately
• Update knowledge base when needed
• Collaborate with internal teams for escalations
• Track customer sentiment and feedback
• Close tickets or hand off with proper documentation

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

Follow privacy and compliance standards

• GDPR
• HIPAA (if applicable)
• Maintain confidentiality of customer data
• Ensure consistent quality across all interactions
• What Makes You a Strong Fit
• You are patient, empathetic, and solution-focused
• You communicate clearly and professionally
• You can handle high volume without sacrificing quality
• You stay calm under pressure
• You are adaptable and quick to learn
• Required Experience & Skills
• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Task (handling sample tickets)
• Client Interview
• Offer & Background Verification
• Apply Now