Customer Service Representative

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

Client Business Hours (flexibility for evenings/weekends) About the Role We’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 Own Customer 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

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

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