Customer Service Representative

Customer Service Representative (CSR) – Remote | U.S. Hours

At Pavago, we're hiring for a growing U.S.-based client seeking a Customer Service Representative (CSR) to provide fast, professional, and empathetic support across phone, email, live chat, and ticketing systems.

You'll be the frontline voice of the company, helping customers resolve issues, answering questions, managing support tickets, and ensuring every interaction leaves customers feeling heard and supported.

This role is ideal for someone who communicates confidently, stays calm under pressure, enjoys solving problems, and can thrive in a fast-paced, KPI-driven customer support environment.

Customer Support & Issue Resolution

• Handle inbound customer inquiries through phone, email, live chat, and support tickets.
• Resolve customer questions and issues quickly and professionally.
• Troubleshoot common problems and provide clear solutions.
• Escalate complex or technical issues to the appropriate team.
• Take ownership of customer concerns through resolution.
• Deliver empathetic, customer-first support even during challenging interactions.

Ticket & Case Management

• Manage customer cases using platforms such as:
• Zendesk
• Freshdesk
• Help Scout
• Salesforce Service Cloud
• Prioritize tickets according to urgency and SLA requirements.
• Maintain accurate notes and customer records.
• Track open cases and follow up until they are fully resolved.
• Ensure tickets are categorized, documented, and closed correctly.

Customer Communication

• Communicate clearly and professionally across phone, email, and chat.
• Handle frustrated customers calmly and confidently.
• Keep customers informed about progress and next steps.
• Capture customer feedback and recurring concerns.
• Maintain a professional and consistent brand voice across interactions.

Knowledge Base & Process Improvement

• Help maintain FAQs, support documentation, and knowledge-base articles.
• Improve templates and canned responses for common inquiries.
• Identify recurring customer issues and recommend process improvements.
• Share customer feedback and support trends with relevant internal teams.

Cross-Functional Support

• Collaborate with operations, billing, product, and technical teams.
• Coordinate escalations and ensure smooth internal handoffs.
• Provide relevant context when transferring customer issues.
• Follow company policies, SLAs, and documentation standards.

What Makes You a Strong Fit

• You genuinely enjoy helping customers and solving problems.
• You communicate clearly, confidently, and professionally.
• You remain calm when dealing with difficult or frustrated customers.
• You can manage multiple conversations and tickets without losing attention to detail.
• You take ownership rather than simply passing problems along.
• You're comfortable working toward measurable support KPIs.
• You're reliable, organized, proactive, and comfortable working independently.

Required Experience & Skills

• 1–2+ years of experience in customer service, customer support, call center support, or another client-facing role.
• Experience using a customer support or ticketing platform such as:
• Zendesk
• Freshdesk
• Salesforce Service Cloud
• Help Scout
• Similar platforms
• Excellent written and verbal English communication skills.
• Comfortable providing support via phone, email, and live chat.
• Strong multitasking and organizational skills.
• Ability to troubleshoot customer concerns and identify appropriate solutions.
• Comfortable working in a KPI-driven support environment.
• Proficiency with Google Workspace or Microsoft Office.
• Ability to work during U.S. business hours.
• Reliable high-speed internet and a professional remote-work setup.

Nice to Have

• Previous experience supporting U.S.-based customers.
• Experience in SaaS, e-commerce, healthcare, finance, or service-based businesses.
• Experience with high-volume customer support or call center environments.
• Familiarity with support automation and live-chat tools.
• Experience maintaining knowledge bases or customer support documentation.
• Multilingual communication skills.

What a Typical Day Looks Like

Your day may include:

• Reviewing and prioritizing new support tickets.
• Responding to customers via phone, email, and live chat.
• Troubleshooting customer questions and resolving common issues.
• De-escalating difficult customer situations.
• Coordinating with internal teams on complex cases.
• Updating ticket notes and customer records.
• Following up on unresolved cases.
• Reviewing recurring customer issues and suggesting improvements.
• Helping maintain FAQs and support documentation.

In short: you ensure customers receive fast, professional, empathetic, and solutions-focused support that strengthens their trust in the company.

What Success Looks Like

• Strong Customer Satisfaction (CSAT) scores.
• High First Contact Resolution (FCR) rates.
• Consistent SLA and response-time compliance.
• Fast and accurate ticket resolution.
• Clear and complete customer documentation.
• Strong quality assurance scores.
• Minimal unresolved or overdue customer cases.
• Professional communication across every support channel.

Why This Role Stands Out

• Work directly with customers of a growing U.S.-based company.
• Gain hands-on experience across phone, email, chat, and ticket-based support.
• Build expertise with leading customer support platforms such as Zendesk.
• Collaborate with operations, billing, product, and technical teams.
• Fully remote working environment.
• Opportunity to grow into Senior CSR, Customer Success, QA, Team Lead, or Customer Support Operations roles.

Interview Process

• Initial Phone Screen
• Video Interview with Pavago Recruiter
• Practical Customer Support Task
• Client Interview
• 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. It's a short, self-recorded video completed on your own time, and it's the final step that completes your application.

Instead of repeating yourself across multiple screening calls, you get to introduce yourself once and let your story carry forward. Hiring managers can see how you communicate before meeting you, making future interviews more focused and meaningful.

You can record your video as many times as you 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.