*job title*: customer service representative (csr)
*position type*: full-time, remote
*working hours*: u.s. client business hours (with flexibility for evenings/weekends depending on client support needs.
*about the role*:
*responsibilities*:customer interaction & resolution*:
- handle 50-100 daily tickets via zendesk, freshdesk, salesforce service cloud, or help scout.
- resolve issues on the first touch whenever possible; escalate complex cases to tier 2 or technical teams.
*knowledge management*:
- update internal knowledge bases and faqs with common solutions.
- create and maintain response macros and templates to improve efficiency.
*ticket management*:
- prioritize cases by urgency and sla requirements.
- document all interactions in the ticketing system with complete notes.
- track and monitor open tickets to ensure closure within sla.
*customer satisfaction & feedback*:
- maintain professional, empathetic communication in all interactions.
- capture customer sentiment (csat, nps surveys) and log feedback.
- identify recurring issues and flag trends to product/support leadership.
*collaboration*:
- partner with product, operations, and engineering to resolve complex issues.
- provide customer insights to inform product improvements.
*compliance & quality*:
- ensure support interactions meet company standards for privacy (gdpr, hipaa if relevant).
- maintain confidentiality when handling sensitive data.
*what makes you a perfect fit*:
- patient, empathetic, and solutions-focused.
- excellent written and verbal communication skills.
- comfortable managing high-volume workloads while maintaining quality.
- resilient under pressure and adaptable across industries.
*required experience & skills (minimum)*:
- 1-2 years in customer service, call center, or support roles.
- experience with at least one ticketing platform (zendesk, freshdesk, salesforce service cloud).
- strong typing and multitasking skills.
- proficiency with microsoft office/google workspace.
*ideal experience & skills*:
- multilingual support capability.
- industry experience in saas, e-commerce, healthcare, or finance.
- familiarity with kpi-driven support environments.
- exposure to support automation (chatbots, ai-driven help tools).
What does a typical day look like?
A csr’s day revolves around resolving customer issues quickly and professionally. You will:
- start by reviewing overnight tickets, prioritizing urgent cases.
- update knowledge bases as new recurring issues are identified.
- collaborate with technical or tier 2 teams to resolve escalated tickets.
- capture customer sentiment and escalate negative experiences for follow-up.
- end the day by clearing your queue, ensuring tickets are resolved or handed off with complete documentation.
*in essence*: you ensure every customer interaction ends with clarity, professionalism, and resolution.
*key metrics for success (kpis)*:
- first contact resolution (fcr) rate.
- average handle time (aht) within sla targets.
- csat/nps scores (target ≥ 90%+ satisfaction).
- ticket backlog minimized and resolved within sla.
- positive feedback from supervisors and customers.
*interview process*:
- initial phone screen
- video interview with pavago recruiter
- client interview with support/operations leadership
- offer & background verification