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)
🏢 Pavago
📍 Perú