Customer Service Representative (CSR)
Customer Support | Phone, Email & Live Chat | Remote Support
Position Type: Full-Time, Remote
Working Hours: U.S. Client Business Hours
About the Role
At Pavago, one of our clients is hiring a Customer Service Representative (CSR) to deliver fast, professional, and empathetic customer support across phone, email, live chat, and ticketing systems.
This is a customer-facing support role designed for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping customers solve problems.
You will serve as the frontline voice of the company, ensuring customers receive timely support, accurate resolutions, and an exceptional experience throughout every interaction.
If you’re calm under pressure, organized, solutions-oriented, and committed to delivering outstanding customer service, this role is a great fit.
What You’ll Own
Customer Support & Issue Resolution
Respond to inbound customer inquiries via:
Phone
Email
Live Chat
Support Tickets
Resolve customer concerns professionally and efficiently.
Troubleshoot common issues and escalate complex cases when appropriate.
Deliver positive customer experiences that build trust and satisfaction.
Balance multiple conversations while maintaining high service quality.
Ticket & Case Management
Manage support requests using platforms such as:
Zendesk
Freshdesk
Help Scout
Salesforce Service Cloud
Prioritize tickets based on urgency and service-level agreements (SLAs).
Document customer interactions accurately within support systems.
Monitor open cases and ensure timely follow-up through resolution.
Maintain organized and audit-ready customer support records.
Customer Experience & Communication
Communicate professionally and empathetically across all channels.
De-escalate challenging customer situations with patience and professionalism.
Maintain a customer-first mindset throughout every interaction.
Capture customer feedback and identify recurring issues.
Ensure customers remain informed throughout the resolution process.
Knowledge Base & Process Improvement
Update FAQs, knowledge base articles, and response templates.
Improve support macros and communication workflows.
Identify recurring issues and recommend process improvements.
Share customer insights with internal teams to improve overall service quality.
Cross-Functional Collaboration
Collaborate with:
Operations
Billing
Technical Support
Product Teams
Coordinate escalations efficiently.
Follow company procedures, documentation standards, and privacy policies.
Requirements
Must-Have Qualifications
Experience
1–2+ years of experience in:
Customer Service
Customer Support
Call Center
Client-Facing Support
Technical Skills
Experience using customer support platforms such as:
Zendesk
Freshdesk
Help Scout
Salesforce Service Cloud
Proficiency with:
Google Workspace
Microsoft Office
Comfortable working in high-volume customer support environments.
Reliable internet connection and professional remote workspace.
Communication Skills
Excellent written and verbal English communication skills.
Professional, empathetic, and customer-focused communication style.
Strong multitasking and organizational abilities.
Ability to manage difficult customer situations with professionalism.
Nice-to-Have
Experience supporting U.S.-based customers.
Background in:
SaaS
E-commerce
Healthcare
Finance
Service-Based Businesses
Experience working in KPI-driven support environments.
Familiarity with:
Live Chat Systems
Support Automation Tools
Multilingual communication skills.
Tools & Platforms
Zendesk
Freshdesk
Help Scout
Salesforce Service Cloud
Google Workspace
Microsoft Office
Live Chat & Ticketing Platforms
What Makes You a Strong Fit
You genuinely enjoy helping customers solve problems.
You remain calm and professional under pressure.
You communicate clearly across phone, email, and chat.
You can manage high ticket volumes without sacrificing quality.
You’re organized,…