Customer Service Representative

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

Initial Phone Screen

• Video Interview with Pavago Recruiter
• Practical Assessment (Customer Support Scenarios or Simulated Tickets)
• Client Interview with Support Leadership

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.

Originally posted on Himalayas