Customer Service Representative

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 support channels

De-escalate frustrated customer situations calmly and effectively

Capture customer feedback and identify recurring issues or service gaps

Maintain a customer-first mindset throughout every interaction

Knowledge Base & Process Support

Update internal knowledge bases, FAQs, and support documentation

Create and improve response templates and support macros

Identify recurring support trends and suggest process improvements

Support internal teams by sharing customer insights and recurring issues

Collaboration & Operations Support

Work closely with operations, product, billing, or technical teams to resolve escalated issues

Ensure accurate handoffs for unresolved cases

Maintain compliance with company policies, privacy standards, and documentation requirements

What Makes You a Great Fit

You genuinely enjoy helping customers and solving problems

You stay calm and professional under pressure

You communicate clearly and confidently across phone, email, and chat

You can manage high ticket volumes without sacrificing quality

You are organized, detail-oriented, and reliable with follow-through

You take ownership of customer issues until they are resolved

Required Experience & Skills

1–2 years of experience in customer service, support, call center, or client-facing roles

Experience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud

Strong written and verbal English communication skills

Strong multitasking and organizational abilities

Comfortable handling high-volume support environments

Proficiency with Google Workspace or Microsoft Office tools

Reliable internet connection and professional remote work setup

Preferred Experience

Experience supporting U.S.-based customers

Background in SaaS, e-commerce, healthcare, finance, or service-based industries

Experience working in KPI-driven support environments

Familiarity with live chat systems and support automation tools

Multilingual communication skills are a plus

What a Typical Day Looks Like
A Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will:

Review and prioritize inbound support tickets and customer inquiries

Respond to customers via phone, email, and chat throughout the day

Troubleshoot issues and coordinate with internal teams when escalation is needed

Document customer interactions and maintain accurate records in the support system

Follow up on unresolved cases to ensure completion and customer satisfaction

Identify recurring customer concerns and contribute ideas for service improvement

In short: you ensure customers receive fast, professional, and solutions-focused support that strengthens trust and satisfaction.
Key Metrics for Success (KPIs)

First Contact Resolution (FCR) rate

Customer Satisfaction (CSAT) and NPS scores

Average Response Time and SLA compliance

Ticket resolution speed and queue management

Accuracy of documentation and ticket updates

Positive customer feedback and quality assurance scores

Interview Process

Initial Phone Screen

Video Interview with Pavago Recruiter

Practical Task (Customer Support Scenarios or Simulated Tickets)

Client Interview with Support Leadership

Offer & Background Verification

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Originally posted on Himalayas