Customer Service Representative

Role Summary

• 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)

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

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

Experience in

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

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

If you

• Enjoy helping customers
• Thrive in fast-paced support environments
• Can handle high volume with consistency

This role is a strong fit.

Responsibilities

Customer Support & Issue Resolution

Requirements

• Nice to Have
• Multilingual support capability

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

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 (simulate support tickets)
• Client Interview
• Offer & Background Verification
• Apply Now