Customer Service Representative
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)
About the Role
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
What You’ll Own
Customer Support & Issue Resolution
- Handle 50–100 daily tickets via:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Respond across:
- Phone
- 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
Nice to Have
- Multilingual support capability
- Experience in:
- SaaS
- E-commerce
- Healthcare
- Finance
- Familiarity with KPI-driven environments
- 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
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
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Task (simulate support tickets)
- Client Interview
- Offer & Background Verifi