Pavago
Staffing and Recruiting
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Specialist at Pavago. Skills: Customer Support, Case Management, Issue Resolution, Customer Communication, Billing Support. Create and manage cases in Salesforce. Maintain clean, structured, and accurate records”
What You'll Achieve.
Resolve issues quickly; Deliver a high-quality support experience; Ensure full visibility across all customer interactions; Ensure no case is left stagnant; Encourage customers to enroll in auto-billing; Encourage satisfied customers to leave reviews; Every customer issue is resolved quickly, clearly, and professionally; Case response time and resolution time; Customer satisfaction (CSAT); CRM accuracy and completeness; Consistency of follow-ups and communication; Reduction in recurring issues
Industry & Context.
Solve problems at the root; Analytical and problem-solving skills; Investigate recurring issues and identify root causes
What They're Looking For.
Must Have
2+ years in customer support, customer success, or service roles, Experience with CRM tools, Experience with case management, Experience with issue resolution, Excellent written and verbal English communication, Analytical and problem-solving skills, High attention to detail in documentation, Ability to manage multiple cases simultaneously, Familiarity with billing or receivables processes
Nice to Have
Salesforce experience
What You'll Do.
Create and manage cases in Salesforce
Assess urgency of incoming requests
Prioritize cases based on impact and SLA
Track case ownership and ensure steady progress
Respond to customers within 24 hours or less
Provide proactive updates throughout the case lifecycle
Communicate clearly across email
Handle billing and invoice-related inquiries
Assist with resolving discrepancies
Support follow-ups on past-due accounts
Investigate recurring issues and identify root causes
Document findings and recommend improvements
Confirm satisfaction before closing cases
How You'll Work.
Team & Collaboration
Coordinate across teams; Work closely with service teams, installation teams, and receivables teams; Coordinate across departments to resolve issues quickly; Escalate when needed to avoid delays
Communication Scope
Excellent written and verbal English communication; Communicate clearly across email, phone, and other channels; Ensure customers always know what’s happening and what’s next; Ensure every interaction is professional, clear, and positive
Full Job Description
### **Customer Support Specialist (CRM, Case Management, Billing Support) – Remote | U.S. Hours** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Business Hours ### **About the Role** We’re hiring a **Customer Support Specialist** to **own customer cases, resolve issues quickly, and deliver a high-quality support experience**. This is not just responding to tickets — you will: * Manage cases end-to-end * Coordinate across teams * Solve problems at the root * Keep customers informed throughout **If you’re someone who follows through until the issue is fully resolved — this role fits.** ### **What You’ll Own** ### **Case Management & CRM Ownership** * Create and manage cases in Salesforce * Maintain **clean, structured, and accurate records** * Document: * Issues * Updates * Resolutions * Ensure full visibility across all customer interactions ### **Triage & Prioritization** * Assess urgency of incoming requests * Prioritize cases based on impact and SLA * Track case ownership and ensure steady progress * Ensure no case is left stagnant ### **Customer Communication** * Respond to customers within **24 hours or less** * Provide proactive updates throughout the case lifecycle * Communicate clearly across: * Email * Phone * Other channels * Ensure customers always know: * What’s happening * What’s next ### **Internal Collaboration** * Work closely with: * Service teams * Installation teams * Receivables teams * Coordinate across departments to resolve issues quickly * Escalate when needed to avoid delays ### **Billing Support** * Handle billing and invoice-related inquiries * Assist with resolving discrepancies * Support follow-ups on past-due accounts * Encourage customers to enroll in **auto-billing** ### **Problem Solving & Process Improvement** * Investigate recurring issues and identify root causes * Document findings and recommend improvements * Help reduce repeat issues and inefficiencies ### **Customer Experience Ownership** * Confirm satisfaction be
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