Pavago
SaaS
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 concerns quickly”
What You'll Achieve.
Customers receive fast support; Customers receive professional support; Tickets resolved accurately; Tickets resolved efficiently; SLA response times remain consistent; Documentation updates stay accurate; CRM updates stay accurate; Customer satisfaction scores improve; CSAT scores improve; Escalations handled smoothly; Strengthen trust; Strengthen retention; Strengthen satisfaction
Industry & Context.
Problem-solving; Troubleshooting
Reliable internet connection, Professional remote work setup
What They're Looking For.
Must Have
1-2 years customer service experience, 1-2 years support experience, 1-2 years call center experience, 1-2 years client-facing roles experience, Zendesk experience, Freshdesk experience, Salesforce Service Cloud experience, Help Scout experience, Google Workspace proficiency, Microsoft Office proficiency, Manage high-volume ticket environments, Written English communication skills, Verbal English communication skills, Multitasking abilities, Organizational abilities, Work independently in remote environments, Reliable internet connection, Professional remote work setup
Nice to Have
Experience supporting U.S. customers, SaaS background, E-commerce background, Healthcare background, Finance background, Service-based businesses background, Experience in KPI-driven support environments, Live chat systems familiarity, Support automation tools familiarity, Multilingual communication skills
What You'll Do.
Handle inbound customer inquiries
Resolve customer concerns quickly
Resolve customer concerns professionally
Troubleshoot common customer issues
Escalate complex cases
Deliver empathetic customer experiences
Deliver solutions-focused customer experiences
Maintain fast response times
Manage multiple conversations simultaneously
Manage support requests
Prioritize tickets based on urgency
Prioritize tickets based on SLA
Prioritize tickets based on business impact
Maintain accurate ticket documentation
Maintain case updates
Ensure unresolved issues receive follow-up
Communicate professionally
De-escalate frustrated customer situations
De-escalate effectively
Maintain a customer-first mindset
Capture recurring issues
Capture customer feedback
Update support documentation
Update knowledge base articles
Improve response templates
Improve support macros
Identify recurring support trends
Identify operational gaps
Share customer insights
Collaborate with operations teams
Collaborate with billing teams
Collaborate with product teams
Collaborate with technical support teams
Escalate issues accurately
Ensure smooth internal handoffs
Maintain compliance with internal policies
Maintain compliance with documentation standards
Review incoming support tickets
Prioritize incoming support tickets
Respond to customer inquiries via phone
Respond to customer inquiries via email
Respond to customer inquiries via chat
Coordinate escalations
Document interactions
Maintain ticket accuracy
Follow up on unresolved cases
Recommend process improvements
How You'll Work.
Team & Collaboration
Collaborate with operations; Collaborate with billing; Collaborate with product; Collaborate with technical support; Internal handoffs
Communication Scope
Written communication; Verbal 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** At Pavago, one of our clients is hiring a **Customer Service Representative (CSR)** to deliver fast, professional, and empathetic support across phone, email, chat, and ticketing platforms. This is a high-volume, customer-facing role where communication, responsiveness, and problem-solving are critical. You’ll serve as the frontline voice of the company — helping customers resolve issues, answering questions, documenting interactions accurately, and ensuring every customer feels supported throughout the experience. This role is ideal for someone who: * communicates clearly under pressure * enjoys helping people * stays organized in fast-paced environments * takes ownership of customer issues until resolution If you thrive in support-focused environments and care deeply about customer experience — this role is a strong fit. ### **🔥 What You’ll Own** ### **Customer Support & Issue Resolution** * Handle inbound customer inquiries across: * phone * email * live chat * support tickets * Resolve customer concerns quickly and professionally * Troubleshoot common customer issues and escalate complex cases when needed * Deliver empathetic, solutions-focused customer experiences * Maintain fast response times while managing multiple conversations simultaneously ### **Ticket & Case Management** * Manage support requests using platforms such as: * Zendesk * Freshdesk * Help Scout * Salesforce Service Cloud * Prioritize tickets based on: * urgency * SLA requirements * business impact * Maintain accurate ticket documentation and case updates * Ensure unresolved issues receive proper follow-up until completion ### **Customer Communication & Experience** * Communicate clearly and professionally across all support channels * De-escalate frustrated customer situations calmly and effectively * Main
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