Pavago
Staffing and Recruiting
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Representative at Pavago. Skills: Customer support, Issue resolution, Customer experience. Handle inbound customer inquiries. Resolve customer concerns”
What You'll Achieve.
Improve trust; Improve satisfaction; Improve retention; First Contact Resolution rate; Customer Satisfaction scores; NPS scores; Average response times; Average resolution times; SLA compliance; Ticket quality; Documentation accuracy; Positive customer feedback; QA performance
Industry & Context.
Solutions-driven; Problem-solving; Troubleshooting
Professional remote setup
What They're Looking For.
Must Have
1-2+ years customer service experience, 1-2+ years customer support experience, 1-2+ years call center support experience, 1-2+ years client-facing roles experience, Experience using Zendesk, Experience using Freshdesk, Experience using Salesforce Service Cloud, Experience using Help Scout, Written English communication skills, Verbal English communication skills, Multitasking abilities, Organizational abilities, Manage high ticket volumes, Proficiency with Google Workspace, Proficiency with Microsoft Office, Reliable internet connection, Professional remote setup
Nice to Have
Experience supporting U.S.-based customers, SaaS background, E-commerce background, Healthcare background, Finance background, Service-based businesses background, Familiarity with live chat systems, Familiarity with support automation tools, Familiarity with KPI-driven support environments, Multilingual communication skills
What You'll Do.
Handle inbound customer inquiries
Resolve customer concerns
Maintain professionalism
Troubleshoot common issues
Escalate complex cases
Deliver high-quality support
Maintain response times
Manage multiple conversations
Manage support tickets
Maintain accurate documentation
Follow up until resolution
Communicate professionally
De-escalate frustrated customers
Maintain customer-first mindset
Capture customer feedback
Identify recurring support issues
Update support documentation
Update internal knowledge bases
Create response templates
Create support macros
Improve workflow documentation
Suggest service improvements
Share customer insights
Work closely with operations
Work closely with billing
Work closely with technical support
Work closely with product teams
Ensure smooth escalations
Ensure internal handoffs
Maintain compliance with company policies
Maintain compliance with documentation standards
Maintain compliance with privacy requirements
Review inbound support tickets
Review inbound inquiries
Coordinate escalations
Maintain accurate support records
Follow up on unresolved cases
Identify improvement opportunities
How You'll Work.
Team & Collaboration
Work closely with operations; Work closely with billing; Work closely with technical support; Work closely with product teams; Ensure smooth escalations; Ensure internal handoffs
Communication Scope
Written English; Verbal English; Clear communication; Professional communication; Proactive communication
Full Job 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** We’re hiring a customer-focused and solutions-driven **Customer Service Representative (CSR)** to support customers across: * phone * email * live chat * ticketing platforms This is not a passive support role. You will: * resolve customer issues quickly and professionally * manage high-volume support requests * maintain strong customer satisfaction * document interactions accurately * ensure customers feel heard, supported, and valued You’ll serve as the frontline voice of the company — balancing speed, empathy, communication, and problem-solving across every interaction. If you thrive in fast-paced customer environments and genuinely enjoy helping people, this role is a strong fit. ### **🔥 What You’ll Own** ### **Customer Support & Issue Resolution** * Handle inbound customer inquiries across: * phone * email * chat * support tickets * Resolve customer concerns efficiently while maintaining professionalism and empathy * Troubleshoot common issues and escalate complex cases when necessary * Deliver fast, high-quality support experiences * Maintain strong response times while managing multiple conversations simultaneously ### **Ticket & Case Management** * Manage support tickets using platforms such as: * Zendesk * Freshdesk * Help Scout * Salesforce Service Cloud * Prioritize issues based on: * urgency * SLAs * business impact * Maintain accurate documentation of: * customer conversations * troubleshooting steps * resolutions * Monitor open cases and follow up until full resolution ### **Customer Experience & Communication** * Communicate clearly and professionally across all channels * De-escalate frustrated customer situations calmly and effectively * Maintain a customer-first mindset in every interaction * Capture customer feedback and identify recurring support issues * Build
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