Customer Service Representative (CSR)

Customer Support | Phone, Email & Live Chat | Remote Support

Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours

About the Role

At Pavago, one of our clients is hiring a Customer Service Representative (CSR) to deliver fast, professional, and empathetic customer support across phone, email, live chat, and ticketing systems.

This is a customer-facing support role designed for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping customers solve problems.

You will serve as the frontline voice of the company, ensuring customers receive timely support, accurate resolutions, and an exceptional experience throughout every interaction.

If you’re calm under pressure, organized, solutions-oriented, and committed to delivering outstanding customer service, this role is a great fit.

What You’ll Own

Customer Support & Issue Resolution

• Respond to inbound customer inquiries via:
• Phone
• Email
• Live Chat
• Support Tickets
• Resolve customer concerns professionally and efficiently.
• Troubleshoot common issues and escalate complex cases when appropriate.
• Deliver positive customer experiences that build trust and satisfaction.
• Balance multiple conversations while maintaining high service quality.

Ticket & Case Management

• Manage support requests using platforms such as:
• Zendesk
• Freshdesk
• Help Scout
• Salesforce Service Cloud
• Prioritize tickets based on urgency and service-level agreements (SLAs).
• Document customer interactions accurately within support systems.
• Monitor open cases and ensure timely follow-up through resolution.
• Maintain organized and audit-ready customer support records.

Customer Experience & Communication

• Communicate professionally and empathetically across all channels.
• De-escalate challenging customer situations with patience and professionalism.
• Maintain a customer-first mindset throughout every interaction.
• Capture customer feedback and identify recurring issues.
• Ensure customers remain informed throughout the resolution process.

Knowledge Base & Process Improvement

• Update FAQs, knowledge base articles, and response templates.
• Improve support macros and communication workflows.
• Identify recurring issues and recommend process improvements.
• Share customer insights with internal teams to improve overall service quality.

Cross-Functional Collaboration

• Collaborate with:
• Operations
• Billing
• Technical Support
• Product Teams
• Coordinate escalations efficiently.
• Follow company procedures, documentation standards, and privacy policies.

Requirements

Must-Have Qualifications

Experience

• 1–2+ years of experience in:
• Customer Service
• Customer Support
• Call Center
• Client-Facing Support

Technical Skills

• Experience using customer support platforms such as:
• Zendesk
• Freshdesk
• Help Scout
• Salesforce Service Cloud
• Proficiency with:
• Google Workspace
• Microsoft Office
• Comfortable working in high-volume customer support environments.
• Reliable internet connection and professional remote workspace.

Communication Skills

• Excellent written and verbal English communication skills.
• Professional, empathetic, and customer-focused communication style.
• Strong multitasking and organizational abilities.
• Ability to manage difficult customer situations with professionalism.

Nice-to-Have

• Experience supporting U.S.-based customers.
• Background in:
• SaaS
• E-commerce
• Healthcare
• Finance
• Service-Based Businesses
• Experience working in KPI-driven support environments.
• Familiarity with:
• Live Chat Systems
• Support Automation Tools
• Multilingual communication skills.

Tools & Platforms

• Zendesk
• Freshdesk
• Help Scout
• Salesforce Service Cloud
• Google Workspace
• Microsoft Office
• Live Chat & Ticketing Platforms

What Makes You a Strong Fit

• You genuinely enjoy helping customers solve problems.
• You remain calm and professional under pressure.
• You communicate clearly across phone, email, and chat.
• You can manage high ticket volumes without sacrificing quality.
• You’re organized, detail-oriented, and reliable.
• You take ownership of customer concerns until they are fully resolved.

What a Typical Day Looks Like

• Review and prioritize inbound customer inquiries.
• Respond to customers via phone, email, and live chat.
• Troubleshoot issues and coordinate escalations when needed.
• Update ticketing systems with accurate notes and documentation.
• Follow up on unresolved cases until completion.
• Identify recurring customer issues and suggest improvements.

In short: You provide fast, professional, and solutions-focused customer support that strengthens customer satisfaction and long-term loyalty.

Key Metrics for Success (KPIs)

• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Average Response Time
• SLA Compliance
• Ticket Resolution Time
• Documentation Accuracy
• Quality Assurance (QA) Scores

Why Join Us?

• Fully remote opportunity with U.S. business hours.
• Make a direct impact on customer experience and retention.
• Collaborative, supportive, and structured work environment.
• Work with modern customer support platforms and tools.
• Career growth opportunities into:
• Customer Success Specialist
• Team Lead
• Operations Support
• Client Experience Manager

Interview Process

1. Initial Phone Screen
2. Spark Hire Intro Video (3–5 minutes)
3. Practical Assessment (Customer Support Scenarios / Simulated Tickets)
4. Client Interview
5. Offer & Background Verification

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video is the next step that completes your application and can be recorded whenever it’s convenient for you.

Instead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. This helps the hiring team evaluate your communication style early, making future interviews more meaningful while reducing unnecessary interview rounds.

Don’t overthink it—you can record your video as many times as you’d like before submitting it. Only your final submission will be reviewed.

Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after submitting your application.

Apply Now

If you’re an experienced Customer Service Representative who enjoys helping people, solving problems, and delivering exceptional customer experiences, we’d love to hear from you. Apply today and become a valued part of a growing remote support team where your communication, professionalism, and customer-first mindset will make a real impact.