Customer Service Representative (CSR) – Remote | U.S. Business Hours
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 provide fast, professional, and empathetic customer support across phone, email, live chat, and support ticket platforms.
You’ll serve as the frontline voice of the business, helping customers resolve issues, answering questions, documenting interactions, and ensuring every customer receives a positive and professional experience.
This is a high-volume, customer-facing role where communication, responsiveness, problem-solving, and follow-through are essential.
If you enjoy helping people, communicate confidently, and stay calm and organized in fast-paced environments, this role is a strong fit.
What You’ll Own
Customer Support & Issue Resolution
Handle inbound customer inquiries across:
Phone
Email
Live chat
Support tickets
You’ll:
Respond quickly and professionally to customer questions
Understand customer concerns and identify the appropriate solution
Troubleshoot common issues
Resolve requests whenever possible on the first interaction
Escalate complex cases to the appropriate team
Follow unresolved issues through completion
Maintain a professional and empathetic customer experience
Ticket & Case Management
Manage customer requests using support platforms such as:
Zendesk
Freshdesk
Help Scout
Salesforce Service Cloud
You’ll:
Create and update support tickets
Prioritize cases based on urgency and SLA requirements
Maintain accurate case notes and documentation
Track outstanding issues and next steps
Follow up consistently until cases are resolved
Keep support queues organized and up to date
Customer Communication & De-Escalation
Provide clear, professional communication throughout the customer journey.
You’ll:
Explain solutions in simple, easy-to-understand language
Keep customers informed about progress and next steps
Handle frustrated customers calmly and professionally
De-escalate difficult situations when necessary
Set realistic expectations around resolution timelines
Maintain a customer-first approach without sacrificing accuracy or process
Knowledge Base & Process Support
Help improve the overall customer support experience.
You’ll:
Update FAQs and support documentation
Improve response templates and support macros
Document recurring customer questions
Identify common support issues and trends
Share customer feedback with relevant internal teams
Recommend improvements that reduce repeat issues
Cross-Functional Coordination
Work closely with teams such as:
Operations
Billing
Product
Technical Support
Customer Success
You’ll:
Escalate issues with complete and accurate context
Coordinate internal follow-ups
Track cases requiring support from other departments
Ensure smooth handoffs between teams
Maintain accurate documentation throughout the process
What Makes You a Strong Fit
You:
Genuinely enjoy helping customers
Communicate clearly and professionally
Stay calm when dealing with frustrated customers
Can manage multiple conversations and tickets simultaneously
Are highly organized and detail-oriented
Take ownership instead of passing problems along
Follow up consistently until issues are resolved
Can balance speed with service quality
Work effectively without constant supervision
Required Experience & Skills
1–2+ years of experience in:
Customer service
Customer support
Call center operations
Client-facing roles
Strong written and spoken English
Experience using customer support or ticketing platforms such as:
Zendesk
Freshdesk
Salesforce Service Cloud
Help Scout
Comfortable handling high-volume customer inquiries
Strong problem-solving and troubleshooting skills
Excellent multitasking and organizational abilities
Proficiency with Google Workspace and/or Microsoft Office
Strong attention to detail and documentation accuracy
Ability to work independently in a remote…