Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends)About the RoleWe’re hiring a Customer Service Representative (CSR) to handle high-volume inbound support and deliver a fast, professional, and customer-first experience.This is not a low-volume support role — you will manage 50–100+ tickets per day across multiple channels while maintaining quality and speed.If you’re someone who can stay calm under pressure, communicate clearly, and resolve issues efficiently — this role is built for you.What You’ll OwnCustomer Support & Issue Resolution (Primary Focus)Handle 50–100+ daily tickets via:ZendeskFreshdeskSalesforce Service CloudHelp ScoutSupport customers via:PhoneEmailLive chatSocial mediaResolve issues on first contact whenever possibleEscalate complex cases to Tier 2 or technical teamsTicket Management & SLA ExecutionPrioritize tickets based on urgency and SLAMaintain complete and accurate documentation for every interactionTrack open tickets and ensure timely resolutionKeep backlog under control and within SLA targetsKnowledge Base & EfficiencyUpdate FAQs and internal knowledge baseCreate and refine response templates/macrosImprove efficiency and consistency across responsesCustomer Experience & FeedbackMaintain empathetic, professional communicationCapture:CSATNPSCustomer sentimentIdentify recurring issues and report trendsCross-Team CollaborationWork with:ProductOperationsEngineeringHelp resolve complex issues and improve workflowsShare customer insights to improve product/serviceCompliance & QualityFollow privacy and compliance standards:GDPRHIPAA (if applicable)Maintain confidentiality of customer dataEnsure consistent quality across all interactionsWhat Makes You a Strong FitYou are patient, empathetic, and solution-focusedYou communicate clearly and professionallyYou can handle high volume without sacrificing qualityYou stay calm under pressureYou are adaptable and quick to learnRequired Experience & Skills1–2 years experience in:Customer serviceCall centerSupport rolesExperience with at least one platform:Zendesk / Freshdesk / Salesforce Service CloudStrong typing and multitasking abilityProficiency with:Microsoft OfficeGoogle WorkspaceNice to HaveMultilingual capabilitiesExperience in:SaaSE-commerceHealthcareFinanceFamiliarity with KPI-driven environmentsExposure to:ChatbotsAI-driven support toolsWhat a Typical Day Looks LikeReview and prioritize incoming ticketsRespond across phone, chat, and emailResolve issues quickly and accuratelyUpdate knowledge base when neededCollaborate with internal teams for escalationsTrack customer sentiment and feedbackClose tickets or hand off with proper documentationIn short: You ensure every customer interaction is fast, clear, and resolved.Key Metrics (KPIs)First Contact Resolution (FCR)Average Handle Time (AHT) within SLACSAT / NPS ≥ 90%Ticket backlog managed within SLAQuality and consistency of responsesWhy This Role Stands OutHigh-impact frontline roleClear performance metrics and expectationsExposure to multiple industries and toolsOpportunity to grow into QA, team lead, or operations rolesFast-paced, structured environmentInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (handling sample tickets)Client InterviewOffer & Background VerificationApply NowIf you:Can handle high-volume support environmentsCommunicate clearly and professionallyTake pride in resolving customer issuesThis role is a strong fit.
Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends)
About the Role
We’re hiring a Customer Service Representative (CSR) to handle high-volume inbound support and deliver a fast, professional, and customer-first experience.
This is not a low-volume support role — you will manage 50–100+ tickets per day across multiple channels while maintaining quality and speed.
If you’re someone who can stay calm under pressure, communicate clearly, and resolve issues efficiently — this role is built for you.
What You’ll Own
Customer Support & Issue Resolution (Primary Focus)
- Handle 50–100+ daily tickets via:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Help Scout
- Support customers via:
- Phone
- Email
- Live chat
- Social media
- Resolve issues on first contact whenever possible
- Escalate complex cases to Tier 2 or technical teams
Ticket Management & SLA Execution
- Prioritize tickets based on urgency and SLA
- Maintain complete and accurate documentation for every interaction
- Track open tickets and ensure timely resolution
- Keep backlog under control and within SLA targets
Knowledge Base & Efficiency
- Update FAQs and internal knowledge base
- Create and refine response templates/macros
- Improve efficiency and consistency across responses
Customer Experience & Feedback
- Maintain empathetic, professional communication
- Capture:
- CSAT
- NPS
- Customer sentiment
- Identify recurring issues and report trends
Cross-Team Collaboration
- Work with:
- Product
- Operations
- Engineering
- Help resolve complex issues and improve workflows
- Share customer insights to improve product/service
Compliance & Quality
- Follow privacy and compliance standards:
- GDPR
- HIPAA (if applicable)
- Maintain confidentiality of customer data
- Ensure consistent quality across all interactions
What Makes You a Strong Fit
- You are patient, empathetic, and solution-focused
- You communicate clearly and professionally
- You can handle high volume without sacrificing quality
- You stay calm under pressure
- You are adaptable and quick to learn
Required Experience & Skills
- 1–2 years experience in:
- Customer service
- Call center
- Support roles
- Experience with at least one platform:
- Zendesk / Freshdesk / Salesforce Service Cloud
- Strong typing and multitasking ability
- Proficiency with:
- Microsoft Office
- Google Workspace
Nice to Have
- Multilingual capabilities
- Experience in:
- SaaS
- E-commerce
- Healthcare
- Finance
- Familiarity with KPI-driven environments
- Exposure to:
- Chatbots
- AI-driven support tools
What a Typical Day Looks Like
- Review and prioritize incoming tickets
- Respond across phone, chat, and email
- Resolve issues quickly and accurately
- Update knowledge base when needed
- Collaborate with internal teams for escalations
- Track customer sentiment and feedback
- Close tickets or hand off with proper documentation
In short:
You ensure every customer interaction is fast, clear, and resolved.
Key Metrics (KPIs)
- First Contact Resolution (FCR)
- Average Handle Time (AHT) within SLA
- CSAT / NPS ≥ 90%
- Ticket backlog managed within SLA
- Quality and consistency of responses
Why This Role Stands Out
- High-impact frontline role
- Clear performance metrics and expectations
- Exposure to multiple industries and tools
- Opportunity to grow into QA, team lead, or operations roles
- Fast-paced, structured environment
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Task (handling sample tickets)
- Client Interview
- Offer & Background Verification
Apply Now
If you:
- Can handle high-volume support environments
- Communicate clearly and professionally
- Take pride in resolving customer issues
This role is a strong fit.
Pavago - Connecting You to Global Remote Opportunities 🌍At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.🌟 Why Consider Opportunities Through Pavago?Competitive Pay: Command the salary you deserve, regardless of where you reside.Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀Explore global opportunities with us today!"
Pavago - Connecting You to Global Remote Opportunities 🌍
At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.
🌟 Why Consider Opportunities Through Pavago?
Competitive Pay: Command the salary you deserve, regardless of where you reside.
Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.
Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.
Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.
Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀
Explore global opportunities with us today!"
