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 + Email + 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 Verification **Apply Now** If you: * Enjoy helping customers * Thrive in fast\-paced support environments * Can handle high volume with consistency This role is a strong fit.