Customer Service Representative (CSR) – RemoteCustomer Support | Zendesk | Email, Chat & Phone SupportPosition Type: Full-Time, Remote Working Hours: U.S. Client Business HoursAbout the RoleWe’re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences.This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems.You’ll serve as the frontline voice of the company — handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported.The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times.What You’ll OwnCustomer Support & Issue ResolutionHandle inbound customer inquiries across phone, email, chat, and support ticketsResolve customer issues quickly while maintaining professionalism and empathyTroubleshoot common customer concerns and escalate complex cases when necessaryDeliver high-quality support experiences that build customer trust and satisfactionMaintain fast response times while balancing multiple conversations and prioritiesTicket & Case ManagementManage support tickets using platforms such as:ZendeskFreshdeskHelp ScoutSalesforce Service CloudPrioritize urgent issues based on SLAs and business impactDocument customer interactions clearly and accurately within the ticketing systemMonitor open tickets and ensure proper follow-up until resolutionCustomer Experience & CommunicationCommunicate clearly, professionally, and empathetically across all support channelsDe-escalate frustrated customer situations calmly and effectivelyCapture customer feedback and identify recurring issues or service gapsMaintain a customer-first mindset throughout every interactionKnowledge Base & Process SupportUpdate internal knowledge bases, FAQs, and support documentationCreate and improve response templates and support macrosIdentify recurring support trends and suggest process improvementsSupport internal teams by sharing customer insights and recurring issuesCollaboration & Operations SupportWork closely with operations, product, billing, or technical teams to resolve escalated issuesEnsure accurate handoffs for unresolved casesMaintain compliance with company policies, privacy standards, and documentation requirementsWhat Makes You a Great FitYou genuinely enjoy helping customers and solving problemsYou stay calm and professional under pressureYou communicate clearly and confidently across phone, email, and chatYou can manage high ticket volumes without sacrificing qualityYou are organized, detail-oriented, and reliable with follow-throughYou take ownership of customer issues until they are resolvedRequired Experience & Skills1–2 years of experience in customer service, support, call center, or client-facing rolesExperience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service CloudStrong written and verbal English communication skillsStrong multitasking and organizational abilitiesComfortable handling high-volume support environmentsProficiency with Google Workspace or Microsoft Office toolsReliable internet connection and professional remote work setupPreferred ExperienceExperience supporting U.S.-based customersBackground in SaaS, e-commerce, healthcare, finance, or service-based industriesExperience working in KPI-driven support environmentsFamiliarity with live chat systems and support automation toolsMultilingual communication skills are a plusWhat a Typical Day Looks LikeA Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will:Review and prioritize inbound support tickets and customer inquiriesRespond to customers via phone, email, and chat throughout the dayTroubleshoot issues and coordinate with internal teams when escalation is neededDocument customer interactions and maintain accurate records in the support systemFollow up on unresolved cases to ensure completion and customer satisfactionIdentify recurring customer concerns and contribute ideas for service improvementIn short: you ensure customers receive fast, professional, and solutions-focused support that strengthens trust and satisfaction.Key Metrics for Success (KPIs)First Contact Resolution (FCR) rateCustomer Satisfaction (CSAT) and NPS scoresAverage Response Time and SLA complianceTicket resolution speed and queue managementAccuracy of documentation and ticket updatesPositive customer feedback and quality assurance scoresInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (Customer Support Scenarios or Simulated Tickets)Client Interview with Support LeadershipOffer & Background Verification#CustomerService #CustomerSupport #CSR #RemoteJobs #SupportRepresentative #Zendesk #CustomerExperience #RemoteWork #ClientSupport
Customer Service Representative (CSR) – Remote
Customer Support | Zendesk | Email, Chat & Phone Support
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours
About the Role
We’re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences.
This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems.
You’ll serve as the frontline voice of the company — handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported.
The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times.
What You’ll Own
Customer Support & Issue Resolution
- Handle inbound customer inquiries across phone, email, chat, and support tickets
- Resolve customer issues quickly while maintaining professionalism and empathy
- Troubleshoot common customer concerns and escalate complex cases when necessary
- Deliver high-quality support experiences that build customer trust and satisfaction
- Maintain fast response times while balancing multiple conversations and priorities
Ticket & Case Management
- Manage support tickets using platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud
- Prioritize urgent issues based on SLAs and business impact
- Document customer interactions clearly and accurately within the ticketing system
- Monitor open tickets and ensure proper follow-up until resolution
Customer Experience & Communication
- Communicate clearly, professionally, and empathetically across all support channels
- De-escalate frustrated customer situations calmly and effectively
- Capture customer feedback and identify recurring issues or service gaps
- Maintain a customer-first mindset throughout every interaction
Knowledge Base & Process Support
- Update internal knowledge bases, FAQs, and support documentation
- Create and improve response templates and support macros
- Identify recurring support trends and suggest process improvements
- Support internal teams by sharing customer insights and recurring issues
Collaboration & Operations Support
- Work closely with operations, product, billing, or technical teams to resolve escalated issues
- Ensure accurate handoffs for unresolved cases
- Maintain compliance with company policies, privacy standards, and documentation requirements
What Makes You a Great Fit
- You genuinely enjoy helping customers and solving problems
- You stay calm and professional under pressure
- You communicate clearly and confidently across phone, email, and chat
- You can manage high ticket volumes without sacrificing quality
- You are organized, detail-oriented, and reliable with follow-through
- You take ownership of customer issues until they are resolved
Required Experience & Skills
- 1–2 years of experience in customer service, support, call center, or client-facing roles
- Experience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud
- Strong written and verbal English communication skills
- Strong multitasking and organizational abilities
- Comfortable handling high-volume support environments
- Proficiency with Google Workspace or Microsoft Office tools
- Reliable internet connection and professional remote work setup
Preferred Experience
- Experience supporting U.S.-based customers
- Background in SaaS, e-commerce, healthcare, finance, or service-based industries
- Experience working in KPI-driven support environments
- Familiarity with live chat systems and support automation tools
- Multilingual communication skills are a plus
What a Typical Day Looks Like
A Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will:
- Review and prioritize inbound support tickets and customer inquiries
- Respond to customers via phone, email, and chat throughout the day
- Troubleshoot issues and coordinate with internal teams when escalation is needed
- Document customer interactions and maintain accurate records in the support system
- Follow up on unresolved cases to ensure completion and customer satisfaction
- Identify recurring customer concerns and contribute ideas for service improvement
In short: you ensure customers receive fast, professional, and solutions-focused support that strengthens trust and satisfaction.
Key Metrics for Success (KPIs)
- First Contact Resolution (FCR) rate
- Customer Satisfaction (CSAT) and NPS scores
- Average Response Time and SLA compliance
- Ticket resolution speed and queue management
- Accuracy of documentation and ticket updates
- Positive customer feedback and quality assurance scores
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Task (Customer Support Scenarios or Simulated Tickets)
- Client Interview with Support Leadership
- Offer & Background Verification
#CustomerService #CustomerSupport #CSR #RemoteJobs #SupportRepresentative #Zendesk #CustomerExperience #RemoteWork #ClientSupport
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!"
