Customer Service Representative

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