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 - Capture: - 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 - Follow privacy and compliance standards: - 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 - CSAT / NPS ≥ 90% - Ticket backlog managed within SLA - Quality and consistency of responses Why This Role Stands Out - High-impact frontline role - Clear performance metrics and expectations - Exposure to multiple industries and tools - Opportunity to grow into QA, team lead, or operations roles - Fast-paced, structured environment Interview Process - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (handling sample tickets) - Client Interview - Offer & Background Verification Apply Now If you: - Can handle high-volume support environments - Communicate clearly and professionally - Take pride in resolving customer issues This role is a strong fit.