Customer Support Specialist

PA Customer Support Specialist
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Pavago is an offshore recruitment company that helps businesses build remote teams by connecting them with top talent from around the globe. It provides an all-in-one service that includes talent acquisition, hiring, onboarding, payroll management, and compliance assurance.
Pavago
Employee count: 11-50
Mexico only

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Customer Support Specialist (CRM, Case Management, Billing Support) – Remote | U.S. Hours

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

We’re hiring a Customer Support Specialist to own customer cases, resolve issues quickly, and deliver a high-quality support experience .

This is not just responding to tickets — you will:
- Manage cases end-to-end
- Coordinate across teams
- Solve problems at the root
- Keep customers informed throughout

If you’re someone who follows through until the issue is fully resolved — this role fits.
What You’ll Own
Case Management & CRM Ownership
- Create and manage cases in Salesforce
- Maintain clean, structured, and accurate records
- Document:
- Issues
- Updates
- Resolutions

- Ensure full visibility across all customer interactions

Triage & Prioritization
- Assess urgency of incoming requests
- Prioritize cases based on impact and SLA
- Track case ownership and ensure steady progress
- Ensure no case is left stagnant

Customer Communication
- Respond to customers within 24 hours or less
- Provide proactive updates throughout the case lifecycle
- Communicate clearly across:
- Email
- Phone
- Other channels

- Ensure customers always know:
- What’s happening
- What’s next

Internal Collaboration
- Work closely with:
- Service teams
- Installation teams
- Receivables teams

- Coordinate across departments to resolve issues quickly
- Escalate when needed to avoid delays

Billing Support
- Handle billing and invoice-related inquiries
- Assist with resolving discrepancies
- Support follow-ups on past-due accounts
- Encourage customers to enroll in auto-billing

Problem Solving & Process Improvement
- Investigate recurring issues and identify root causes
- Document findings and recommend improvements
- Help reduce repeat issues and inefficiencies

Customer Experience Ownership
- Confirm satisfaction before closing cases
- Ensure every interaction is:
- Professional
- Clear
- Positive

- Encourage satisfied customers to leave reviews

What Makes You a Strong Fit
- You take ownership of customer issues end-to-end
- You are:
- Organized
- Detail-oriented
- Execution-focused

- You communicate clearly and confidently
- You can handle difficult situations with empathy + urgency
- You thrive in fast-paced, team-based environments

Required Experience & Skills
- 2+ years in:
- Customer support
- Customer success
- Service roles

- Experience with CRM tools (preferably Salesforce)
- Strong experience with:
- Case management
- Issue resolution

- Excellent written and verbal English communication
- Strong analytical and problem-solving skills
- High attention to detail in documentation
- Ability to manage multiple cases simultaneously
- Familiarity with billing or receivables processes

What a Typical Day Looks Like
- Review and prioritize incoming customer cases
- Communicate updates to customers proactively
- Coordinate with internal teams to resolve issues
- Handle billing-related inquiries
- Update CRM records accurately
- Identify patterns and suggest improvements

In short:
You ensure every customer issue is resolved quickly, clearly, and professionally.
Key Metrics (KPIs)
- Case response time and resolution time
- Customer satisfaction (CSAT)
- CRM accuracy and completeness
- Consistency of follow-ups and communication
- Reduction in recurring issues

Why This Role Stands Out
- High ownership over customer experience
- Cross-functional exposure (ops, billing, service)
- Clear metrics and structured workflows
- Opportunity to improve systems and processes
- Strong foundation for growth into CS or Ops roles

Interview Process
- Initial Phone Screen
- Video Interview with Recruiter
- Client Interview
- Offer & Onboarding

Apply Now
If you:
- Take ownership of customer issues
- Follow through until resolution
- Thrive in structured, fast-paced environments

This role is a strong fit.

Apply now
Job expired?

Please let Pavago know you found this job on Himalayas. This helps us grow!

Apply now
About the job
Apply before
Oct 29, 2026
Posted on
Aug 30, 2026
Job type
Full Time
Experience level
Mid-level

Experience

2 years minimum

Location requirements
Suggest an edit

Mexico

Hiring timezones
Show UTC offsets

Mexico +/- 0 hours

Job categories
Customer Support Customer Success Case Management CRM Administration Billing Support Customer Support Specialist Customer Specialist Customer Support Representative User Support Specialist Support Specialist Consumer Support Specialist Customer Service

Skills
Salesforce CRM Case Management Billing Support Issue Resolution Customer Success SLA Management Process Improvement Analytical Skills Receivables Management Customer Satisfaction Email Communication Phone Communication Accounts Receivable Customer Support Problem Solving Documentation Billing English Communication Service Coordination Customer Communication Management Verbal Communication Prioritization

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About Pavago

Learn more about Pavago and their company culture.

View company profile

The story of Pavago begins with a common entrepreneurial frustration. Its founders, Parker Cox and Ahmed Raza Ali, were running their own businesses and, like many others, found themselves grappling with the high costs and often underwhelming results of their digital marketing efforts. Determined to find a more efficient path to growth, they turned their sights to the global talent market. This decision to look offshore proved to be a pivotal moment. Within just three months of making their first offshore hire, they witnessed a remarkable 40% reduction in their Customer Acquisition Cost (CAC). This initial success was just the beginning of a transformative journey.

Encouraged by these results, they continued to build their offshore team, and within six months, they had expanded to seven team members. This strategic move not only drove down their operational labor costs by 22% but also led to significant increases across all their critical Key Performance Indicators (KPIs). As they shared their success story with fellow business owners, they discovered a widespread need for what they had built. A waitlist of entrepreneurs quickly formed, all asking the same question: 'Can you help us scale our team the same way?' This overwhelming demand was the spark that ignited Pavago. The founders realized they had a key to unlock a competitive advantage for small and medium-sized businesses – democratizing access to incredible offshore talent. Today, Pavago stands as a comprehensive, all-in-one service partner for businesses looking to scale efficiently.

They handle the entire process, from talent acquisition and onboarding to payroll management and compliance, allowing entrepreneurs to focus on growth while leveraging a global team of top-tier professionals.

Tech stack

Learn about the tools and technologies that Pavago uses to build, market, and sell its products.

View tech stack

Node.js

Next.js

NestJS

Tailwind CSS

Python

Flask

FastAPI

PostgreSQL

MongoDB

Mailchimp

Braze
8 more

Pavago employees can create an account to update this tech stack.

Employee benefits

Learn about the employee benefits and perks provided at Pavago.

View benefits
Retirement savings plan

Offers a retirement savings plan with a company match.

Company events

Company-sponsored events and team-building activities.

Flexible work hours

Offers flexible work hours to accommodate different schedules.

Remote work opportunities

The company is fully remote, allowing employees to work from anywhere.

View Pavago 's employee benefits

Apply now
Job expired?

Please let Pavago know you found this job on Himalayas. This helps us grow!
Apply now

About the job
Apply before
Oct 29, 2026
Posted on
Aug 30, 2026
Job type
Full Time
Experience level
Mid-level

Experience

2 years minimum

Location requirements
Suggest an edit

Mexico

Hiring timezones
Show UTC offsets

Mexico +/- 0 hours

Job categories
Customer Support Customer Success Case Management CRM Administration Billing Support Customer Support Specialist Customer Specialist Customer Support Representative User Support Specialist Support Specialist Consumer Support Specialist Customer Service

Skills
Salesforce CRM Case Management Billing Support Issue Resolution Customer Success SLA Management Process Improvement Analytical Skills Receivables Management Customer Satisfaction Email Communication Phone Communication Accounts Receivable Customer Support Problem Solving Documentation Billing English Communication Service Coordination Customer Communication Management Verbal Communication Prioritization

Browse similar jobs
Remote Mid-level Customer-Support Jobs Remote Full Time Customer-Support Jobs Remote Mid-level Customer-Support Jobs in Mexico Remote Full Time Jobs in Mexico Remote Customer-Support Jobs in Mexico

Claim this profile PA Pavago

Company size

11-50 employees

Founded in

2022

Chief executive officer

Parker Cox, Ahmed Raza Ali

Markets
BPO Outsourcing Remote Workforce Solutions Talent Acquisition Human Resources Payroll Management Workforce Management Global Workforce Solutions

Employees live in
United States

View company profile

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