Customer Service Representative (CSR)

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

About the Role

At Pavago, one of our clients is hiring a Customer Service Representative (CSR) to deliver exceptional support across phone, email, chat, and ticketing platforms.

This is a customer-facing role for someone who enjoys helping people, solving problems, and delivering professional, empathetic service in a fast-paced environment. You’ll serve as the first point of contact for customers, resolve issues efficiently, maintain accurate documentation, and ensure every interaction leaves a positive impression.

Responsibilities

Customer Support & Issue Resolution

• Respond to customer inquiries via phone, email, chat, and support tickets.
• Resolve customer issues professionally and efficiently.
• Troubleshoot common concerns and escalate complex cases when needed.
• Deliver outstanding customer experiences while meeting response time expectations.

Ticket & Case Management

• Manage support requests using platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
• Prioritize tickets based on urgency and SLAs.
• Maintain accurate documentation of customer interactions.
• Follow up on open cases until resolution.

Customer Experience

• Communicate clearly and empathetically across all support channels.
• De-escalate challenging customer situations professionally.
• Capture customer feedback and identify recurring issues.
• Maintain a customer-first approach in every interaction.

Knowledge Base & Team Collaboration

• Update knowledge base articles, FAQs, and response templates.
• Identify opportunities to improve support processes.
• Collaborate with operations, product, billing, and technical teams to resolve escalated issues.
• Ensure accurate handoffs and compliance with company policies.

Required Experience & Skills

• 1–2 years of customer service, call center, or client support experience.
• Experience using ticketing platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
• Strong written and verbal English communication skills.
• Excellent organizational and multitasking abilities.
• Comfortable working in high-volume support environments.
• Proficiency with Google Workspace or Microsoft Office.
• Reliable internet connection and professional remote work setup.

Nice to Have

• 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 platforms and support automation tools.
• Multilingual communication skills.

What Success Looks Like

• High First Contact Resolution (FCR) rates.
• Strong CSAT and customer satisfaction scores.
• Fast response and ticket resolution times.
• Accurate documentation and ticket management.
• Positive customer feedback and quality assurance results.

Interview Process

• Initial Recruiter Screening
• Practical Assessment
• Client Interview
• Offer & Onboarding

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. It’s a short, self-recorded video that completes your application and allows hiring managers to get to know you before the interview process begins.

Rather than repeating your background during multiple screening calls, you’ll tell your story once, allowing future interviews to focus on meaningful conversations.

Don’t overthink it—you can record as many takes as you’d like before submitting. Your invitation will come from Spark Hire, so please check both your inbox and spam folder.