Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & PhonePosition Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)About the RoleWe’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 quicklyManaging ticket queues efficientlyMaintaining strong customer experienceYou’ll be the frontline voice of the company, ensuring every customer interaction is:ClearProfessionalResolvedWhat You’ll OwnCustomer Support & Issue ResolutionHandle 50–100 daily tickets via:ZendeskFreshdeskSalesforce Service CloudRespond across:PhoneEmailLive chatSocial channelsAim for first-contact resolution whenever possibleEscalate complex issues to Tier 2/technical teamsTicket Management & SLA OwnershipPrioritize tickets based on urgency and SLA requirementsMaintain complete and accurate case notesMonitor open tickets to ensure timely resolutionKeep backlog low and under controlCustomer CommunicationCommunicate with empathy and professionalismEnsure customers feel:HeardUnderstoodSupportedHandle high-volume workloads without compromising qualityKnowledge Base & EfficiencyUpdate internal knowledge base and FAQsCreate and refine:Response templatesMacrosImprove resolution speed and consistencyCustomer Feedback & InsightsCapture customer sentiment (CSAT, NPS)Identify recurring issues and trendsShare insights with product/support teamsCollaboration & EscalationWork closely with:ProductEngineeringOperationsEnsure smooth resolution of complex casesProvide feedback to improve systems and workflowsCompliance & QualityFollow privacy and compliance standards (GDPR, HIPAA if applicable)Maintain confidentiality of sensitive customer dataEnsure quality across all interactionsWhat Makes You a Strong FitYou are patient, empathetic, and solution-orientedYou communicate clearly under pressureYou can handle high ticket volumes without losing qualityYou are organized and disciplined with follow-upsYou adapt quickly across tools and workflowsRequired Experience & Skills1–2 years in:Customer supportCall centerService rolesExperience with ticketing tools like:ZendeskFreshdeskSalesforce Service CloudStrong typing and multitasking abilityProficiency in:Google WorkspaceMicrosoft OfficeExcellent written and verbal English communicationNice to HaveMultilingual support capabilityExperience in:SaaSE-commerceHealthcareFinanceFamiliarity with KPI-driven environmentsExposure to:ChatbotsAI support toolsWhat a Typical Day Looks LikeReview and prioritize ticket queueRespond to customer inquiries across channelsResolve issues or escalate when neededUpdate knowledge base and documentationCapture feedback and identify trendsClear backlog and ensure SLA complianceIn short: You ensure every customer issue is resolved quickly, clearly, and professionally.Key Metrics (KPIs)First Contact Resolution (FCR)Average Handle Time (AHT) within SLACSAT / NPS scores (≥ 90% target)Ticket backlog within SLA limitsQuality and consistency of responsesWhy This Role Stands OutHigh-volume, structured support environmentClear KPIs and performance visibilityCross-functional exposure (product, ops, engineering)Opportunity to grow into senior support or CX rolesRemote flexibility with defined workflowsInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (simulate support tickets)Client InterviewOffer & Background VerificationApply NowIf you:Enjoy helping customersThrive in fast-paced support environmentsCan handle high volume with consistencyThis role is a strong fit.
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:
- Handle high-volume workloads without compromising quality
Knowledge Base & Efficiency
- Update internal knowledge base and FAQs
- Create and refine:
- 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:
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.
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!"
