Customer Service Representative

About this role

Customer Service Representative (CSR)

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

About the Role

At Pavago, one of our clients is hiring a Customer Service Representative (CSR) to deliver exceptional support across phone, email, chat, and ticketing platforms.

This is a customer-facing role for someone who enjoys helping people, solving problems, and delivering professional, empathetic service in a fast-paced environment. You’ll serve as the first point of contact for customers, resolve issues efficiently, maintain accurate documentation, and ensure every interaction leaves a positive impression.

Responsibilities

• Customer Support & Issue Resolution
• Respond to customer inquiries via phone, email, chat, and support tickets.
• Resolve customer issues professionally and efficiently.
• Troubleshoot common concerns and escalate complex cases when needed.
• Deliver outstanding customer experiences while meeting response time expectations.
• Ticket & Case Management
• Manage support requests using platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
• Prioritize tickets based on urgency and SLAs.
• Maintain accurate documentation of customer interactions.
• Follow up on open cases until resolution.
• Customer Experience
• Communicate clearly and empathetically across all support channels.
• De-escalate challenging customer situations professionally.
• Capture customer feedback and identify recurring issues.
• Maintain a customer-first approach in every interaction.
• Knowledge Base & Team Collaboration
• Update knowledge base articles, FAQs, and response templates.
• Identify opportunities to improve support processes.
• Collaborate with operations, product, billing, and technical teams to resolve escalated issues.
• Ensure accurate handoffs and compliance with company policies.

Required Experience & Skills

• 1–2 years of customer service, call center, or client support experience.
• Experience using ticketing platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
• Strong written and verbal English communication skills.
• Excellent organizational and multitasking abilities.
• Comfortable working in high-volume support environments.
• Proficiency with Google Workspace or Microsoft Office.
• Reliable internet connection and professional remote work setup.

Nice to Have

• Experience supporting U.S.-based customers.
• Background in SaaS, e-commerce, healthcare, finance, or service-based industries.
• Experience working in KPI-driven support environments.
• Familiarity with live chat platforms and support automation tools.
• Multilingual communication skills.
• What Success Looks Like
• High First Contact Resolution (FCR) rates.
• Strong CSAT and customer satisfaction scores.
• Fast response and ticket resolution times.
• Accurate documentation and ticket management.
• Positive customer feedback and quality assurance results.
• Interview Process
• Initial Recruiter Screening
• Practical Assessment
• Client Interview
• Offer & Onboarding
• What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video . It’s a short, self-recorded video that completes your application and allows hiring managers to get to know you before the interview process begins.

• Rather than repeating your background during multiple screening calls, you’ll tell your story once, allowing future interviews to focus on meaningful conversations.
• Don’t overthink it—you can record as many takes as you’d like before submitting. Your invitation will come from Spark Hire , so please check both your inbox and spam folder.