• Job Description

  Req#: BF723F20B7
  Customer Service Representative (CSR) - Remote Inbound Support, Tickets, Chat & Phone
  
  Position Type: Full-Time, Remote
  Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)
  
  About the Role
  
  We're hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.
  
  This role is focused on:
  
  • Resolving issues quickly
  • Managing ticket queues efficiently
  • Maintaining strong customer experience
  
  You'll be the frontline voice of the company, ensuring every customer interaction is:
  
  • Clear
  • Professional
  • Resolved
  
  
  What You'll Own
  Customer Support & Issue Resolution
  
  • Handle 50-100 daily tickets via:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
  • Respond across:
  • Phone
  • Email
  • Live chat
  • Social channels
  • Aim for first-contact resolution whenever possible
  • Escalate complex issues to Tier 2/technical teams
  
  
  Ticket Management & SLA Ownership
  
  • Prioritize tickets based on urgency and SLA requirements
  • Maintain complete and accurate case notes
  • Monitor open tickets to ensure timely resolution
  • Keep backlog low and under control
  
  
  Customer Communication
  
  • Communicate with empathy and professionalism
  • Ensure customers feel:
  • Heard
  • Understood
  • Supported
  • Handle high-volume workloads without compromising quality
  
  
  Knowledge Base & Efficiency
  
  • Update internal knowledge base and FAQs
  • Create and refine:
  • Response templates
  • Macros
  • Improve resolution speed and consistency
  
  
  Customer Feedback & Insights
  
  • Capture customer sentiment (CSAT, NPS)
  • Identify recurring issues and trends
  • Share insights with product/support teams
  
  
  Collaboration & Escalation
  
  • Work closely with:
  • Product
  • Engineering
  • Operations
  • Ensure smooth resolution of complex cases
  • Provide feedback to improve systems and workflows
  
  
  Compliance & Quality
  
  • Follow privacy and compliance standards (GDPR, HIPAA if applicable)
  • Maintain confidentiality of sensitive customer data
  • Ensure quality across all interactions
  
  
  What Makes You a Strong Fit
  
  • You are patient, empathetic, and solution-oriented
  • You communicate clearly under pressure
  • You can handle high ticket volumes without losing quality
  • You are organized and disciplined with follow-ups
  • You adapt quickly across tools and workflows
  
  
  Required Experience & Skills
  
  • 1-2 years in:
  • Customer support
  • Call center
  • Service roles
  • Experience with ticketing tools like:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
  • Strong typing and multitasking ability
  • Proficiency in:
  • Google Workspace
  • Microsoft Office
  • Excellent written and verbal English communication
  
  
  Nice to Have
  
  • Multilingual support capability
  • Experience in:
  • SaaS
  • E-commerce
  • Healthcare
  • Finance
  • Familiarity with KPI-driven environments
  • Exposure to:
  • Chatbots
  • AI support tools
  
  
  What a Typical Day Looks Like
  
  • Review and prioritize ticket queue
  • Respond to customer inquiries across channels
  • Resolve issues or escalate when needed
  • Update knowledge base and documentation
  • Capture feedback and identify trends
  • Clear backlog and ensure SLA compliance
  
  In short:
  You ensure every customer issue is resolved quickly, clearly, and professionally.
  
  Key Metrics (KPIs)
  
  • First Contact Resolution (FCR)
  • Average Handle Time (AHT) within SLA
  • CSAT / NPS scores (≥ 90% target)
  • Ticket backlog within SLA limits
  • Quality and consistency of responses
  
  
  Why This Role Stands Out
  
  • High-volume, structured support environment
  • Clear KPIs and performance visibility
  • Cross-functional exposure (product, ops, engineering)
  • Opportunity to grow into senior support or CX roles
  • Remote flexibility with defined workflows
  
  
  Interview Process
  
  • Initial Phone Screen
  • Video Interview with Pavago Recruiter
  • Practical Task (simulate support tickets)
  • Client Interview
  • Offer & Background Verification
  
  
  Apply Now
  
  If you:
  
  • Enjoy helping customers
  • Thrive in fast-paced support environments
  • Can handle high volume with consistency
  
  This role is a strong fit.

• About the company

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