Customer Service Representative
Customer Service Representative (CSR) – Remote
Customer Support | Phone | Email | Live Chat | Ticketing Systems
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours
About the Role
At Pavago , we’re hiring on behalf of one of our clients for a Customer Service Representative (CSR) to deliver exceptional customer support across phone, email, live chat, and ticketing platforms.
This is a customer-first role where you’ll be responsible for:
- Resolving customer inquiries
- Managing support tickets
- Troubleshooting issues
- Maintaining customer satisfaction
- Delivering timely, professional communication
You’ll serve as the frontline voice of the company, ensuring every customer receives a positive, solutions-focused experience while helping strengthen customer loyalty and retention.
If you enjoy helping people, solving problems, and working in a fast-paced support environment, this role is a strong fit.
What You’ll Own
Customer Support & Issue Resolution
- Handle inbound customer inquiries through:
- Phone
- Live chat
- Support tickets
- Resolve customer concerns professionally and efficiently.
- Troubleshoot common issues and escalate complex cases when necessary.
- Deliver timely, high-quality customer support.
- Manage multiple customer conversations while maintaining service quality.
Ticket & Case Management
- Manage customer support tickets using platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
- Prioritize cases based on:
- Urgency
- SLA requirements
- Business impact
- Maintain accurate documentation of:
- Customer interactions
- Troubleshooting steps
- Case resolutions
- Monitor open cases through completion.
Customer Experience & Communication
- Communicate clearly and professionally across all support channels.
- De-escalate challenging customer situations with empathy and professionalism.
- Build trust through proactive communication and consistent follow-up.
- Capture customer feedback and identify recurring support trends.
- Maintain a customer-first approach in every interaction.
Knowledge Base & Process Improvement
- Maintain and update:
- FAQs
- Internal knowledge base articles
- Support documentation
- Improve:
- Response templates
- Support macros
- Workflow documentation
- Share recurring customer issues and improvement recommendations with internal teams.
Cross-Functional Collaboration
- Work closely with:
- Operations
- Billing
- Technical Support
- Product teams
- Coordinate escalations and ensure smooth issue resolution.
- Follow company policies, documentation standards, and privacy requirements.
Requirements
Must-Have Qualifications
- 1–2 years of experience in:
- Customer Service
- Customer Support
- Call Center
- Client-facing roles
- Experience using customer support platforms such as:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Help Scout
- Strong written and verbal English communication skills.
- Excellent multitasking and organizational skills.
- Ability to manage high ticket volumes while maintaining quality.
- Proficiency with:
- Google Workspace
- Microsoft Office
- Reliable internet connection and professional remote workspace.
Nice to Have
- Experience supporting U.S.-based customers.
- Background in:
- SaaS
- E-commerce
- Healthcare
- Finance
- Service-based businesses
- Familiarity with:
- Live chat platforms
- Customer 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 under pressure.
- You communicate clearly and professionally.
- You manage multiple priorities efficiently.
- You are detail-oriented and highly organized.
- You take ownership of customer issues until they are fully resolved.
What a Typical Day Looks Like
- Review and prioritize inc