Customer Service Representative (CSR) – Remote

Customer Support | Phone | Email | Live Chat | Ticketing Systems

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

About the Role

At Pavago, we’re hiring on behalf of one of our clients for a Customer Service Representative (CSR) to deliver exceptional customer support across phone, email, live chat, and ticketing platforms.

This is a customer-first role where you’ll be responsible for:

• Resolving customer inquiries
• Managing support tickets
• Troubleshooting issues
• Maintaining customer satisfaction
• Delivering timely, professional communication

You’ll serve as the frontline voice of the company, ensuring every customer receives a positive, solutions-focused experience while helping strengthen customer loyalty and retention.

If you enjoy helping people, solving problems, and working in a fast-paced support environment, this role is a strong fit.

What You’ll Own

Customer Support & Issue Resolution

• Handle inbound customer inquiries through:
• Phone
• Email
• Live chat
• Support tickets
• Resolve customer concerns professionally and efficiently.
• Troubleshoot common issues and escalate complex cases when necessary.
• Deliver timely, high-quality customer support.
• Manage multiple customer conversations while maintaining service quality.

Ticket & Case Management

• Manage customer support tickets using platforms such as:
• Zendesk
• Freshdesk
• Help Scout
• Salesforce Service Cloud
• Prioritize cases based on:
• Urgency
• SLA requirements
• Business impact
• Maintain accurate documentation of:
• Customer interactions
• Troubleshooting steps
• Case resolutions
• Monitor open cases through completion.

Customer Experience & Communication

• Communicate clearly and professionally across all support channels.
• De-escalate challenging customer situations with empathy and professionalism.
• Build trust through proactive communication and consistent follow-up.
• Capture customer feedback and identify recurring support trends.
• Maintain a customer-first approach in every interaction.

Knowledge Base & Process Improvement

• Maintain and update:
• FAQs
• Internal knowledge base articles
• Support documentation
• Improve:
• Response templates
• Support macros
• Workflow documentation
• Share recurring customer issues and improvement recommendations with internal teams.

Cross-Functional Collaboration

• Work closely with:
• Operations
• Billing
• Technical Support
• Product teams
• Coordinate escalations and ensure smooth issue resolution.
• Follow company policies, documentation standards, and privacy requirements.

Requirements

Must-Have Qualifications

• 1–2 years of experience in:
• Customer Service
• Customer Support
• Call Center
• Client-facing roles
• Experience using customer support platforms such as:
• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Help Scout
• Strong written and verbal English communication skills.
• Excellent multitasking and organizational skills.
• Ability to manage high ticket volumes while maintaining quality.
• Proficiency with:
• Google Workspace
• Microsoft Office
• Reliable internet connection and professional remote workspace.

Nice to Have

• Experience supporting U.S.-based customers.
• Background in:
• SaaS
• E-commerce
• Healthcare
• Finance
• Service-based businesses
• Familiarity with:
• Live chat platforms
• Customer support automation tools
• KPI-driven support environments
• Multilingual communication skills.

What Makes You a Strong Fit

• You genuinely enjoy helping customers and solving problems.
• You remain calm under pressure.
• You communicate clearly and professionally.
• You manage multiple priorities efficiently.
• You are detail-oriented and highly organized.
• You take ownership of customer issues until they are fully resolved.

What a Typical Day Looks Like

• Review and prioritize incoming support tickets.
• Respond to customers via phone, email, and live chat.
• Troubleshoot customer issues and coordinate escalations.
• Document customer interactions and update support records.
• Follow up on unresolved cases.
• Identify recurring issues and recommend service improvements.

In short: You deliver fast, professional, and solution-oriented customer support that strengthens customer satisfaction, loyalty, and retention.

Key Metrics for Success (KPIs)

• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Average response time
• Average resolution time
• SLA compliance
• Ticket quality and documentation accuracy
• Quality assurance (QA) performance

Why Join Us?

• High-impact customer-facing role.
• Opportunity to strengthen customer experience operations.
• Exposure to modern customer support platforms and workflows.
• Fully remote work environment.
• Career growth opportunities into:
• Senior Customer Support Representative
• Customer Success Specialist
• Team Lead
• Operations Support

Interview Process

1. Initial Phone Screen
2. Video Interview with Pavago Recruiter
3. Practical Assessment (Customer Support Scenarios or Simulated Tickets)
4. Client Interview with Support Leadership
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 final 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 hiring managers evaluate your communication style early, making future interviews more meaningful and 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 passionate about helping customers, thrive in fast-paced support environments, and take pride in delivering outstanding service, we’d love to hear from you. Apply today and help create exceptional customer experiences every day.