{"schemaVersion":"jobsearcher.job.v1","id":"36484a6a67b4cdcf44c5696d","url":"https://jobsearcher.com/jobs/36484a6a67b4cdcf44c5696d","canonicalUrl":"https://jobsearcher.com/jobs/36484a6a67b4cdcf44c5696d","title":"Remote Customer Service Representative","description":"Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & PhonePosition Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)About the RoleWe’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.This role is focused on:Resolving issues quicklyManaging ticket queues efficientlyMaintaining strong customer experienceYou’ll be the frontline voice of the company, ensuring every customer interaction is:ClearProfessionalResolvedWhat You’ll OwnCustomer Support & Issue ResolutionHandle 50–100 daily tickets via:ZendeskFreshdeskSalesforce Service CloudRespond across:PhoneEmailLive chatSocial channelsAim for first-contact resolution whenever possibleEscalate complex issues to Tier 2/technical teamsTicket Management & SLA OwnershipPrioritize tickets based on urgency and SLA requirementsMaintain complete and accurate case notesMonitor open tickets to ensure timely resolutionKeep backlog low and under controlCustomer CommunicationCommunicate with empathy and professionalismEnsure customers feel:HeardUnderstoodSupportedHandle high-volume workloads without compromising qualityKnowledge Base & EfficiencyUpdate internal knowledge base and FAQsCreate and refine:Response templatesMacrosImprove resolution speed and consistencyCustomer Feedback & InsightsCapture customer sentiment (CSAT, NPS)Identify recurring issues and trendsShare insights with product/support teamsCollaboration & EscalationWork closely with:ProductEngineeringOperationsEnsure smooth resolution of complex casesProvide feedback to improve systems and workflowsCompliance & QualityFollow privacy and compliance standards (GDPR, HIPAA if applicable)Maintain confidentiality of sensitive customer dataEnsure quality across all interactionsWhat Makes You a Strong FitYou are patient, empathetic, and solution-orientedYou communicate clearly under pressureYou can handle high ticket volumes without losing qualityYou are organized and disciplined with follow-upsYou adapt quickly across tools and workflowsRequired Experience & Skills1–2 years in:Customer supportCall centerService rolesExperience with ticketing tools like:ZendeskFreshdeskSalesforce Service CloudStrong typing and multitasking abilityProficiency in:Google WorkspaceMicrosoft OfficeExcellent written and verbal English communicationNice to HaveMultilingual support capabilityExperience in:SaaSE-commerceHealthcareFinanceFamiliarity with KPI-driven environmentsExposure to:ChatbotsAI support toolsWhat a Typical Day Looks LikeReview and prioritize ticket queueRespond to customer inquiries across channelsResolve issues or escalate when neededUpdate knowledge base and documentationCapture feedback and identify trendsClear backlog and ensure SLA complianceIn short: You ensure every customer issue is resolved quickly, clearly, and professionally.Key Metrics (KPIs)First Contact Resolution (FCR)Average Handle Time (AHT) within SLACSAT / NPS scores (≥ 90% target)Ticket backlog within SLA limitsQuality and consistency of responsesWhy This Role Stands OutHigh-volume, structured support environmentClear KPIs and performance visibilityCross-functional exposure (product, ops, engineering)Opportunity to grow into senior support or CX rolesRemote flexibility with defined workflowsInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (simulate support tickets)Client InterviewOffer & Background VerificationApply NowIf you:Enjoy helping customersThrive in fast-paced support environmentsCan handle high volume with consistencyThis role is a strong fit.","company":"Pavago","rawCompany":"pavago","isRemote":true,"isActive":false,"createdAt":"2026-06-20T05:55:47.848Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4171.00","title":"Receptionists and Information Clerks","slug":"receptionists-and-information-clerks"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Remote Customer Service Representative","description":"Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & PhonePosition Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)About the RoleWe’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.This role is focused on:Resolving issues quicklyManaging ticket queues efficientlyMaintaining strong customer experienceYou’ll be the frontline voice of the company, ensuring every customer interaction is:ClearProfessionalResolvedWhat You’ll OwnCustomer Support & Issue ResolutionHandle 50–100 daily tickets via:ZendeskFreshdeskSalesforce Service CloudRespond across:PhoneEmailLive chatSocial channelsAim for first-contact resolution whenever possibleEscalate complex issues to Tier 2/technical teamsTicket Management & SLA OwnershipPrioritize tickets based on urgency and SLA requirementsMaintain complete and accurate case notesMonitor open tickets to ensure timely resolutionKeep backlog low and under controlCustomer CommunicationCommunicate with empathy and professionalismEnsure customers feel:HeardUnderstoodSupportedHandle high-volume workloads without compromising qualityKnowledge Base & EfficiencyUpdate internal knowledge base and FAQsCreate and refine:Response templatesMacrosImprove resolution speed and consistencyCustomer Feedback & InsightsCapture customer sentiment (CSAT, NPS)Identify recurring issues and trendsShare insights with product/support teamsCollaboration & EscalationWork closely with:ProductEngineeringOperationsEnsure smooth resolution of complex casesProvide feedback to improve systems and workflowsCompliance & QualityFollow privacy and compliance standards (GDPR, HIPAA if applicable)Maintain confidentiality of sensitive customer dataEnsure quality across all interactionsWhat Makes You a Strong FitYou are patient, empathetic, and solution-orientedYou communicate clearly under pressureYou can handle high ticket volumes without losing qualityYou are organized and disciplined with follow-upsYou adapt quickly across tools and workflowsRequired Experience & Skills1–2 years in:Customer supportCall centerService rolesExperience with ticketing tools like:ZendeskFreshdeskSalesforce Service CloudStrong typing and multitasking abilityProficiency in:Google WorkspaceMicrosoft OfficeExcellent written and verbal English communicationNice to HaveMultilingual support capabilityExperience in:SaaSE-commerceHealthcareFinanceFamiliarity with KPI-driven environmentsExposure to:ChatbotsAI support toolsWhat a Typical Day Looks LikeReview and prioritize ticket queueRespond to customer inquiries across channelsResolve issues or escalate when neededUpdate knowledge base and documentationCapture feedback and identify trendsClear backlog and ensure SLA complianceIn short: You ensure every customer issue is resolved quickly, clearly, and professionally.Key Metrics (KPIs)First Contact Resolution (FCR)Average Handle Time (AHT) within SLACSAT / NPS scores (≥ 90% target)Ticket backlog within SLA limitsQuality and consistency of responsesWhy This Role Stands OutHigh-volume, structured support environmentClear KPIs and performance visibilityCross-functional exposure (product, ops, engineering)Opportunity to grow into senior support or CX rolesRemote flexibility with defined workflowsInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (simulate support tickets)Client InterviewOffer & Background VerificationApply NowIf you:Enjoy helping customersThrive in fast-paced support environmentsCan handle high volume with consistencyThis role is a strong fit.","datePosted":"2026-06-20T05:55:47.848Z","dateModified":"2026-06-20T05:55:47.848Z","hiringOrganization":{"@type":"Organization","name":"Pavago","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"36484a6a67b4cdcf44c5696d"},"url":"https://jobsearcher.com/jobs/36484a6a67b4cdcf44c5696d"}}