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, Ticket management. Handle daily tickets. Respond across channels”
What You'll Achieve.
Achieve First Contact Resolution; Meet Average Handle Time within SLA; Achieve CSAT/NPS scores >= 90%; Keep ticket backlog within SLA limits; Ensure quality and consistency of responses
Industry & Context.
Issue resolution; Troubleshooting
What They're Looking For.
Must Have
1-2 years customer support experience, 1-2 years call center experience, 1-2 years service roles experience, Experience with Zendesk, Experience with Freshdesk, Experience with Salesforce Service Cloud, Typing and multitasking ability, Proficiency in Google Workspace, Proficiency in Microsoft Office, Excellent written English communication, Excellent verbal English communication
Nice to Have
Multilingual support capability, SaaS experience, E-commerce experience, Healthcare experience, Finance experience, Familiarity with KPI-driven environments, Chatbots familiarity, AI support tools familiarity
What You'll Do.
Respond across channels
Aim for first-contact resolution
Escalate complex issues
Maintain accurate case notes
Communicate with empathy
Handle high-volume workloads
Update internal knowledge base
Create response templates
Improve resolution speed
Capture customer sentiment
Identify recurring issues
Share insights with teams
Work with engineering
Ensure smooth resolution
Follow privacy standards
Follow compliance standards
Maintain confidentiality
How You'll Work.
Team & Collaboration
Product teams; Engineering teams; Operations teams; Support teams
Communication Scope
Written communication; Verbal communication
Full Job Description
### **Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & Phone** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Client Business Hours (flexibility for evenings/weekends based on shifts) ### **About the Role** We’re hiring a **Customer Service Representative (CSR)** to handle **high-volume customer inquiries and deliver fast, high-quality support across channels**. This role is focused on: * Resolving issues quickly * Managing ticket queues efficiently * Maintaining strong customer experience You’ll be the **frontline voice of the company** , ensuring every customer interaction is: * Clear * Professional * Resolved ### **What You’ll Own** ### **Customer Support & Issue Resolution** * Handle **50–100 daily tickets** via: * Zendesk * Freshdesk * Salesforce Service Cloud * Respond across: * Phone * Email * Live chat * Social channels * Aim for **first-contact resolution** whenever possible * Escalate complex issues to Tier 2/technical teams ### **Ticket Management & SLA Ownership** * Prioritize tickets based on urgency and SLA requirements * Maintain complete and accurate case notes * Monitor open tickets to ensure timely resolution * Keep backlog low and under control ### **Customer Communication** * Communicate with empathy and professionalism * Ensure customers feel: * Heard * Understood * Supported * Handle high-volume workloads without compromising quality ### **Knowledge Base & Efficiency** * Update internal knowledge base and FAQs * Create and refine: * Response templates * Macros * Improve resolution speed and consistency ### **Customer Feedback & Insights** * Capture customer sentiment (CSAT, NPS) * Identify recurring issues and trends * Share insights with product/support teams ### **Collaboration & Escalation** * Work closely with: * Product * Engineering * Operations * Ensure smooth resolution of complex cases * Provide feedback to improve systems and workflows ### **Compliance & Quality** * Follow privacy and com
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