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 inbound customer inquiries. Resolve customer issues quickly”
What You'll Achieve.
Maintain customer satisfaction scores; Maintain response times; Ensure customer satisfaction; Achieve First Contact Resolution; Meet CSAT and NPS scores; Meet Average Response Time; Meet SLA compliance; Manage ticket resolution speed; Manage queue management; Ensure accuracy of documentation; Ensure accuracy of ticket updates; Achieve positive customer feedback; Meet quality assurance scores
Industry & Context.
Solve problems; Troubleshoot issues; Root cause analysis
Reliable internet connection, Professional remote work setup
What They're Looking For.
Must Have
1–2 years customer service experience, Experience with ticketing platforms, Written and verbal English skills, Multitasking and organizational abilities, Comfortable handling high-volume support, Proficiency with Google Workspace or Microsoft Office
Nice to Have
Experience supporting U.S. customers, Background in SaaS, e-commerce, healthcare, finance, or service-based industries, Experience in KPI-driven support environments, Familiarity with live chat systems, Familiarity with support automation tools, Multilingual communication skills
What You'll Do.
Handle inbound customer inquiries
Resolve customer issues quickly
Troubleshoot common customer concerns
Escalate complex cases
Deliver high-quality support experiences
Maintain fast response times
Manage support tickets
Prioritize urgent issues
Document customer interactions
Communicate clearly and professionally
De-escalate frustrated customer situations
Capture customer feedback
Update internal knowledge bases
Create and improve response templates
Suggest process improvements
Support internal teams
Work closely with operations teams
Work closely with product teams
Work closely with billing teams
Work closely with technical teams
Ensure accurate handoffs
Maintain compliance with policies
How You'll Work.
Team & Collaboration
Operations teams; Product teams; Billing teams; Technical teams
Communication Scope
Written communication; Verbal communication; Phone communication; Email communication; Chat communication
Full Job Description
### **Customer Service Representative (CSR) – Remote** **Customer Support | Zendesk | Email, Chat & Phone Support** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Client Business Hours ### **About the Role** We’re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences. This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems. You’ll serve as the frontline voice of the company — handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported. The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times. ### **What You’ll Own** ### **Customer Support & Issue Resolution** * Handle inbound customer inquiries across phone, email, chat, and support tickets * Resolve customer issues quickly while maintaining professionalism and empathy * Troubleshoot common customer concerns and escalate complex cases when necessary * Deliver high-quality support experiences that build customer trust and satisfaction * Maintain fast response times while balancing multiple conversations and priorities ### **Ticket & Case Management** * Manage support tickets using platforms such as: * Zendesk * Freshdesk * Help Scout * Salesforce Service Cloud * Prioritize urgent issues based on SLAs and business impact * Document customer interactions clearly and accurately within the ticketing system * Monitor open tickets and ensure proper follow-up until resolution ### **Customer Experience & Communication** * Communicate clearly, professionally, and empathetically across all suppor
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