Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)About the RoleWe’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat.You’ll be the frontline voice of the company, responsible for:Resolving customer issues quicklyDelivering a positive support experienceMaintaining strong communication under pressureIf you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.What You’ll OwnCustomer Interaction & Issue ResolutionHandle 50–100 daily support tickets using platforms like:ZendeskFreshdeskSalesforce Service CloudRespond via:PhoneEmailLive chatSocial channelsAim for first-contact resolution (FCR)Escalate complex issues to Tier 2 or technical teamsTicket & SLA ManagementPrioritize tickets based on urgency and SLA requirementsTrack and manage open cases to ensure timely resolutionDocument all interactions clearly in the systemMaintain organized and complete ticket recordsKnowledge Base & EfficiencyUpdate internal knowledge bases and FAQsCreate and improve:Response templatesMacrosHelp reduce repetitive tickets through better documentationCustomer Experience & FeedbackCommunicate with empathy and professionalismCapture customer feedback (CSAT, NPS)Identify recurring issues and flag trendsEscalate negative experiences for quick resolutionCollaborationWork closely with:ProductEngineeringOperations teamsProvide insights to improve customer experience and product qualityCompliance & QualityEnsure compliance with:GDPRHIPAA (if applicable)Maintain confidentiality when handling customer dataFollow quality standards for all interactionsWhat Success Looks LikeHigh first-contact resolution ratesFast response and resolution within SLAStrong customer satisfaction (CSAT ≥ 90%)Clean, organized ticket managementPositive feedback from customers and leadershipWhat Makes You a Strong FitPatient, empathetic, and customer-focusedStrong communicator (written and verbal)Comfortable handling high ticket volumesOrganized and detail-orientedResilient under pressureAdaptable across different industries and customer typesRequirements (Must-Have)Experience1–2+ years in:Customer serviceCall centerSupport rolesExperience using at least one platform:ZendeskFreshdeskSalesforce Service CloudSkillsStrong typing and multitasking abilityExcellent written and verbal EnglishProficiency with:Microsoft OfficeGoogle WorkspaceAbility to manage multiple tickets and priorities simultaneouslyNice to HaveMultilingual support experienceIndustry exposure:SaaSE-commerceHealthcareFinanceExperience in KPI-driven environmentsFamiliarity with:ChatbotsAI-powered support toolsTools You’ll UseZendesk / Freshdesk / Salesforce Service CloudEmail & chat systemsKnowledge base toolsInternal collaboration platformsWhat a Typical Day Looks LikeReview and prioritize incoming ticketsRespond to customer inquiries across channelsResolve issues or escalate when neededUpdate knowledge base with new solutionsCollaborate with internal teams on complex casesTrack feedback and improve support qualityClear or update ticket queue before end of dayIn short: You ensure every customer interaction ends with clarity, professionalism, and resolution.Key Metrics (KPIs)First Contact Resolution (FCR)Average Handle Time (AHT)CSAT / NPS scores (target ≥ 90%)SLA adherenceTicket backlog managementInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (handle sample tickets)Client InterviewOffer & Background VerificationApply NowIf you’re a customer-first professional who can handle volume without compromising quality, we’d love to hear from you.Apply now and become the voice that delivers exceptional customer experiences every day.
Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)
About the Role
We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat.
You’ll be the frontline voice of the company, responsible for:
- Resolving customer issues quickly
- Delivering a positive support experience
- Maintaining strong communication under pressure
If you’re someone who is empathetic, organized, and thrives in fast-paced environments, this role is for you.
What You’ll Own
Customer Interaction & Issue Resolution
- Handle 50–100 daily support tickets using platforms like:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Respond via:
- Phone
- Email
- Live chat
- Social channels
- Aim for first-contact resolution (FCR)
- Escalate complex issues to Tier 2 or technical teams
Ticket & SLA Management
- Prioritize tickets based on urgency and SLA requirements
- Track and manage open cases to ensure timely resolution
- Document all interactions clearly in the system
- Maintain organized and complete ticket records
Knowledge Base & Efficiency
- Update internal knowledge bases and FAQs
- Create and improve:
- Help reduce repetitive tickets through better documentation
Customer Experience & Feedback
- Communicate with empathy and professionalism
- Capture customer feedback (CSAT, NPS)
- Identify recurring issues and flag trends
- Escalate negative experiences for quick resolution
Collaboration
- Work closely with:
- Product
- Engineering
- Operations teams
- Provide insights to improve customer experience and product quality
Compliance & Quality
- Ensure compliance with:
- GDPR
- HIPAA (if applicable)
- Maintain confidentiality when handling customer data
- Follow quality standards for all interactions
What Success Looks Like
- High first-contact resolution rates
- Fast response and resolution within SLA
- Strong customer satisfaction (CSAT ≥ 90%)
- Clean, organized ticket management
- Positive feedback from customers and leadership
What Makes You a Strong Fit
- Patient, empathetic, and customer-focused
- Strong communicator (written and verbal)
- Comfortable handling high ticket volumes
- Organized and detail-oriented
- Resilient under pressure
- Adaptable across different industries and customer types
Requirements (Must-Have)
Experience
- 1–2+ years in:
- Customer service
- Call center
- Support roles
- Experience using at least one platform:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
Skills
- Strong typing and multitasking ability
- Excellent written and verbal English
- Proficiency with:
- Microsoft Office
- Google Workspace
- Ability to manage multiple tickets and priorities simultaneously
Nice to Have
- Multilingual support experience
- Industry exposure:
- SaaS
- E-commerce
- Healthcare
- Finance
- Experience in KPI-driven environments
- Familiarity with:
- Chatbots
- AI-powered support tools
Tools You’ll Use
- Zendesk / Freshdesk / Salesforce Service Cloud
- Email & chat systems
- Knowledge base tools
- Internal collaboration platforms
What a Typical Day Looks Like
- Review and prioritize incoming tickets
- Respond to customer inquiries across channels
- Resolve issues or escalate when needed
- Update knowledge base with new solutions
- Collaborate with internal teams on complex cases
- Track feedback and improve support quality
- Clear or update ticket queue before end of day
In short:
You ensure every customer interaction ends with clarity, professionalism, and resolution.
Key Metrics (KPIs)
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
- CSAT / NPS scores (target ≥ 90%)
- SLA adherence
- Ticket backlog management
Interview Process
- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Task (handle sample tickets)
- Client Interview
- Offer & Background Verification
Apply Now
If you’re a customer-first professional who can handle volume without compromising quality, we’d love to hear from you.
Apply now and become the voice that delivers exceptional customer experiences every day.
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!"
