Description

? 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 deliver fast, professional, and empathetic support across phone, email, chat, and ticketing platforms.

This is a high-volume, customer-facing role where communication, responsiveness, and problem-solving are critical.

You’ll serve as the frontline voice of the company — helping customers resolve issues, answering questions, documenting interactions accurately, and ensuring every customer feels supported throughout the experience.

This role is adecuado for someone who:

- communicates clearly under pressure
- enjoys helping people
- stays organized in fast-paced environments
- takes ownership of customer issues until resolution

If you thrive in support-focused environments and care deeply about customer experience — 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

- Resolve customer concerns quickly and professionally
- Troubleshoot common customer issues and escalate complex cases when needed
- Deliver empathetic, solutions-focused customer experiences
- Maintain fast response times while managing multiple conversations simultaneously

Ticket & Case Management

- Manage support requests using platforms such as:
- Zendesk
- Freshdesk
- Help Scout
- Salesforce Service Cloud

- Prioritize tickets based on:

- urgency
- SLA requirements
- business impact

- Maintain accurate ticket documentation and case updates
- Ensure unresolved issues receive proper follow-up until completion

Customer Communication & Experience

- Communicate clearly and professionally across all support channels
- De-escalate frustrated customer situations calmly and effectively
- Maintain a customer-first mindset during every interaction
- Capture recurring issues and customer feedback for internal improvement

Knowledge Base & Process Support

- Update FAQs, support documentation,



and knowledge base articles
- Improve response templates and support macros
- Identify recurring support trends and operational gaps
- Share customer insights with operations, product, or leadership teams

Cross-Functional Coordination

- Collaborate with:
- operations
- billing
- product
- technical support teams

- Escalate issues accurately when needed
- Ensure smooth internal handoffs for unresolved cases
- Maintain compliance with internal policies and documentation standards

? What Success Looks Like

- Customers receive fast and professional support
- Tickets are resolved accurately and efficiently
- SLA response times remain consistently strong
- Documentation and CRM updates stay accurate
- Customer satisfaction and CSAT scores improve
- Escalations are handled smoothly with strong communication

? What Makes You a Strong Fit

- You genuinely enjoy helping customers
- You stay calm and organized under pressure
- You communicate professionally and confidently
- You can multitask effectively without sacrificing quality
- You’re detail-oriented and reliable with follow-through
- You take ownership of issues until they are fully resolved

✅ Must-Have Requirements

Experience

- 1–2 years of experience in:
- customer service
- support
- call center
- client-facing roles

Technical Skills

- Experience using support platforms such as:
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Help Scout

- Proficiency with:

- Google Workspace
- Microsoft Office

- Comfortable managing high-volume ticket environments

Communication & Execution

- Strong written and verbal English communication skills
- Excellent multitasking and organizational abilities
- Ability to work independently in remote environments
- Reliable internet connection and professional remote work setup





⭐ Nice to Have

- Experience supporting U.S.-based customers
- Background in:
- SaaS
- e-commerce
- healthcare
- finance
- service-based businesses

- Experience in KPI-driven support environments
- Familiarity with:

- live chat systems
- support automation tools

- Multilingual communication skills

?️ Tools & Platforms

- Zendesk
- Freshdesk
- Salesforce Service Cloud
- Help Scout
- Google Workspace
- Microsoft Office
- Live chat and ticketing systems

? What a Typical Day Looks Like

- Review and prioritize incoming support tickets
- Respond to customer inquiries via phone, email, and chat
- Troubleshoot issues and coordinate escalations
- Document interactions and maintain ticket accuracy
- Follow up on unresolved cases
- Identify recurring issues and recommend process improvements

In short:
You ensure customers receive fast, professional, and solutions-focused support that strengthens trust, retention, and satisfaction.

? Key Metrics for Success (KPIs)

- First Contact Resolution (FCR) rate
- Customer Satisfaction (CSAT) and NPS scores
- Average response and resolution times
- SLA compliance
- Accuracy of ticket documentation
- Queue management and follow-through quality

? Why This Role Stands Out

- High-impact customer-facing role
- Opportunity to strengthen communication and problem-solving skills
- Exposure to customer operations and support systems
- Fast-paced environment with measurable impact
- Clear growth opportunities into:
- Customer Success
- Team Lead
- Operations Support
- Client Experience roles

- Fully remote role with structured workflows and expectations

? Interview Process

- Initial Phone Screen
- Video Interview with Pavago Recruiter
- Practical Customer Support Scenario
- Client Interview with Support Leadership
- Offer & Background Verification

? Apply Now

If you:

- enjoy helping customers solve problems
- communicate clearly and professionally
- thrive in fast-paced support environments
- care deeply about customer experience and follow-through

this is a strong opportunity to grow within customer support and client operations.

📌 Customer Service Representative (Perú)
🏢 Sin nombre
📍 Perú