Customer Service Representative
Customer Service Representative (CSR) – Remote | U.S. Hours
Customer Support | Zendesk | Email, Chat & Phone Support
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
At Pavago , we’re hiring for a growing U.S.-based client seeking a Customer Service Representative (CSR) to provide fast, professional, and empathetic support across phone, email, live chat, and ticketing systems.
You’ll be the frontline voice of the company, helping customers resolve issues, answering questions, managing support tickets, and ensuring every interaction leaves customers feeling heard and supported.
This role is ideal for someone who communicates confidently, stays calm under pressure, enjoys solving problems, and can thrive in a fast-paced, KPI-driven customer support environment.
What You’ll Own
Customer Support & Issue Resolution
- Handle inbound customer inquiries through phone, email, live chat, and support tickets.
- Resolve customer questions and issues quickly and professionally.
- Troubleshoot common problems and provide clear solutions.
- Escalate complex or technical issues to the appropriate team.
- Take ownership of customer concerns through resolution.
- Deliver empathetic, customer-first support even during challenging interactions.
Ticket & Case Management
- Manage customer cases using platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
- Prioritize tickets according to urgency and SLA requirements.
- Maintain accurate notes and customer records.
- Track open cases and follow up until they are fully resolved.
- Ensure tickets are categorized, documented, and closed correctly.
Customer Communication
- Communicate clearly and professionally across phone, email, and chat.
- Handle frustrated customers calmly and confidently.
- Keep customers informed about progress and next steps.
- Capture customer feedback and recurring concerns.
- Maintain a professional and consistent brand voice across interactions.
Knowledge Base & Process Improvement
- Help maintain FAQs, support documentation, and knowledge-base articles.
- Improve templates and canned responses for common inquiries.
- Identify recurring customer issues and recommend process improvements.
- Share customer feedback and support trends with relevant internal teams.
Cross-Functional Support
- Collaborate with operations, billing, product, and technical teams.
- Coordinate escalations and ensure smooth internal handoffs.
- Provide relevant context when transferring customer issues.
- Follow company policies, SLAs, and documentation standards.
What Makes You a Strong Fit
- You genuinely enjoy helping customers and solving problems.
- You communicate clearly, confidently, and professionally.
- You remain calm when dealing with difficult or frustrated customers.
- You can manage multiple conversations and tickets without losing attention to detail.
- You take ownership rather than simply passing problems along.
- You’re comfortable working toward measurable support KPIs.
- You’re reliable, organized, proactive, and comfortable working independently.
Required Experience & Skills
-
1–2+ years of experience in customer service, customer support, call center support, or another client-facing role.
- Experience using a customer support or ticketing platform such as:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Help Scout
- Similar platforms
- Excellent written and verbal English communication skills.
- Comfortable providing support via phone, email, and live chat.
- Strong multitasking and organizational skills.
- Ability to troubleshoot customer concerns and identify appropriate solutions.
- Comfortable working in a KPI-driven support environment.
- Proficiency with Google Workspace or Microsoft Office.
- Ability to work during U.S. business hours.
- Reliable high-speed internet and a professional remote-work setup.
Nice to Have
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