Customer Service Representative

Customer Service Representative (CSR) – Remote | U. S. Hours Customer Support | Zendesk | Email, Chat & Phone Support Position Type: Full-Time, Remote Working Hours: U. S. Business Hours About the Role At Pavago , we’re hiring for a growing U. S.

-based client seeking a Customer Service Representative (CSR) to provide fast, professional, and empathetic support across phone, email, live chat, and ticketing systems.

You’ll be the frontline voice of the company, helping customers resolve issues, answering questions, managing support tickets, and ensuring every interaction leaves customers feeling heard and supported.

This role is ideal for someone who communicates confidently, stays calm under pressure, enjoys solving problems, and can thrive in a fast-paced, KPI-driven customer support environment.

What You’ll Own Customer Support & Issue Resolution Handle inbound customer inquiries through phone, email, live chat, and support tickets. Resolve customer questions and issues quickly and professionally. Troubleshoot common problems and provide clear solutions.

Escalate complex or technical issues to the appropriate team. Take ownership of customer concerns through resolution. Deliver empathetic, customer-first support even during challenging interactions.

Ticket & Case Management Manage customer cases using platforms such as: Zendesk Freshdesk Help Scout Salesforce Service Cloud Prioritize tickets according to urgency and SLA requirements. Maintain accurate notes and customer records. Track open cases and follow up until they are fully resolved.

Ensure tickets are categorized, documented, and closed correctly. Customer Communication Communicate clearly and professionally across phone, email, and chat. Handle frustrated customers calmly and confidently. Keep customers informed about progress and next steps. Capture customer feedback and recurring concerns.

Maintain a professional and consistent brand voice across interactions. Knowledge Base & Process Improvement Help maintai