Customer Service Representative

Customer Service Representative (CSR) – Remote | U.S. Business Hours

Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours
About the Role

At Pavago , one of our clients is hiring a Customer Service Representative (CSR) to provide fast, professional, and empathetic customer support across phone, email, live chat, and support ticket platforms.

You’ll serve as the frontline voice of the business, helping customers resolve issues, answering questions, documenting interactions, and ensuring every customer receives a positive and professional experience.

This is a high-volume, customer-facing role where communication, responsiveness, problem-solving, and follow-through are essential.

If you enjoy helping people, communicate confidently, and stay calm and organized in fast-paced environments, this role is a strong fit.
What You’ll Own
Customer Support & Issue Resolution

Handle inbound customer inquiries across:

- Phone

- Email

- Live chat

- Support tickets

You’ll:

- Respond quickly and professionally to customer questions

- Understand customer concerns and identify the appropriate solution

- Troubleshoot common issues

- Resolve requests whenever possible on the first interaction

- Escalate complex cases to the appropriate team

- Follow unresolved issues through completion

- Maintain a professional and empathetic customer experience

Ticket & Case Management

Manage customer requests using support platforms such as:

- Zendesk

- Freshdesk

- Help Scout

- Salesforce Service Cloud

You’ll:

- Create and update support tickets

- Prioritize cases based on urgency and SLA requirements

- Maintain accurate case notes and documentation

- Track outstanding issues and next steps

- Follow up consistently until cases are resolved

- Keep support queues organized and up to date

Customer Communication & De-Escalation

Provide clear, professional communication throughout the customer journey.
You’ll:

- Explain solutions in simple, easy-to-understand language

- Keep customers informed about progress and next steps

- Handle frustrated customers calmly and professionally

- De-escalate difficult situations when necessary

- Set realistic expectations around resolution timelines

- Maintain a customer-first approach without sacrificing accuracy or process

Knowledge Base & Process Support

Help improve the overall customer support experience.
You’ll:

- Update FAQs and support documentation

- Improve response templates and support macros

- Document recurring customer questions

- Identify common support issues and trends

- Share customer feedback with relevant internal teams

- Recommend improvements that reduce repeat issues

Cross-Functional Coordination
Work closely with teams such as:

- Operations

- Billing

- Product

- Technical Support

- Customer Success

You’ll:

- Escalate issues with complete and accurate context

- Coordinate internal follow-ups

- Track cases requiring support from other departments

- Ensure smooth handoffs between teams

- Maintain accurate documentation throughout the process

What Makes You a Strong Fit
You:

- Genuinely enjoy helping customers

- Communicate clearly and professionally

- Stay calm when dealing with frustrated customers

- Can manage multiple conversations and tickets simultaneously

- Are highly organized and detail-oriented

- Take ownership instead of passing problems along

- Follow up consistently until issues are resolved

- Can balance speed with service quality

- Work effectively without constant supervision

Required Experience & Skills

-
1–2+ years of experience in:

- Customer service

- Customer support

- Call center operations

- Client-facing roles

- Strong written and spoken English

- Experience using customer support or ticketing platforms such as:

- Zendesk

- Freshdesk

- Salesforce Service Cloud

- Help Scout

- Comfortable handling high-volume customer inquiries

- Strong problem-solving and tro