Customer Service Representative

Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.S. HoursPosition Type: Full-Time, Remote

Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends)

About the RoleWe’re hiring a Customer Service Representative (CSR) to handle high-volume inbound support and deliver a fast, professional, and customer-first experience.

This is not a low-volume support role — you will manage 50–100+ tickets per day across multiple channels while maintaining quality and speed.

If you’re someone who can stay calm under pressure, communicate clearly, and resolve issues efficiently — this role is built for you.

What You’ll OwnCustomer Support & Issue Resolution (Primary Focus)

• Handle 50–100+ daily tickets via:

• Zendesk

• Freshdesk

• Salesforce Service Cloud

• Help Scout

• Support customers via:

• Phone

• Email

• Live chat

• Social media

• Resolve issues on first contact whenever possible

• Escalate complex cases to Tier 2 or technical teams

Ticket Management & SLA Execution

• Prioritize tickets based on urgency and SLA

• Maintain complete and accurate documentation for every interaction

• Track open tickets and ensure timely resolution

• Keep backlog under control and within SLA targets

Knowledge Base & Efficiency

• Update FAQs and internal knowledge base

• Create and refine response templates/macros

• Improve efficiency and consistency across responses

Customer Experience & Feedback

• Maintain empathetic, professional communication

• Capture:

• CSAT

• NPS

• Customer sentiment

• Identify recurring issues and report trends

Cross-Team Collaboration

• Work with:

• Product

• Operations

• Engineering

• Help resolve complex issues and improve workflows

• Share customer insights to improve product/service

Compliance & Quality

• Follow privacy and compliance standards:

• GDPR

• HIPAA (if applicable)

• Maintain confidentiality of customer data

• Ensure consistent quality across all interactions

What Makes You a Strong Fit

• You are patient, empathetic, and solution-focused

• You communicate clearly and professionally

You can handle high volume without sacrificing quality

• You stay calm under pressure

• You are adaptable and quick to learn

Required Experience & Skills

• 1–2 years experience in:

• Customer service

• Call center

• Support roles

• Experience with at least one platform:

• Zendesk / Freshdesk / Salesforce Service Cloud

• Strong typing and multitasking ability

• Proficiency with:

• Microsoft Office

• Google Workspace

Nice to Have

• Multilingual capabilities

• Experience in:

• SaaS

• E-commerce

• Healthcare

• Finance

• Familiarity with KPI-driven environments

• Exposure to:

• Chatbots

• AI-driven support tools

What a Typical Day Looks Like

• Review and prioritize incoming tickets

• Respond across phone, chat, and email

• Resolve issues quickly and accurately

• Update knowledge base when needed

• Collaborate with internal teams for escalations

• Track customer sentiment and feedback

• Close tickets or hand off with proper documentation

In short:

You ensure every customer interaction is fast, clear, and resolved.

Key Metrics (KPIs)

• First Contact Resolution (FCR)

• Average Handle Time (AHT) within SLA

• CSAT / NPS ≥ 90%

• Ticket backlog managed within SLA

• Quality and consistency of responses

Why This Role Stands Out

• High-impact frontline role

• Clear performance metrics and expectations

• Exposure to multiple industries and tools

• Opportunity to grow into QA, team lead, or operations roles

• Fast-paced, structured environment

Interview Process

• Initial Phone Screen

• Video Interview with Pavago Recruiter

• Practical Task (handling sample tickets)

• Client Interview

• Offer & Background Verification

Apply NowIf you:

• Can handle high-volume support environments...