Customer Service Representative

Pavago is seeking a dedicated Customer Service Representative (CSR) to join a client’s team in a full-time, remote capacity, working U.S. business hours. This role involves providing exceptional support through phone, email, chat, and ticketing platforms. The ideal candidate enjoys helping customers, solving problems efficiently, and delivering empathetic, professional service in a fast-paced environment. As the first point of contact, you will resolve inquiries, maintain accurate records, and ensure every customer interaction is positive and productive.

Key Responsibilities

- Respond promptly and professionally to customer inquiries via phone, email, chat, and support tickets.
- Troubleshoot common issues and escalate complex cases when necessary to ensure timely resolution.
- Manage support requests using platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
- Prioritize tickets based on urgency and service level agreements (SLAs), maintaining accurate documentation throughout.
- Follow up on open cases until fully resolved, ensuring no customer concern is left unattended.
- Communicate clearly and empathetically across all channels, de-escalating challenging situations with professionalism.
- Capture customer feedback and identify recurring problems to improve service quality.
- Update knowledge base articles, FAQs, and response templates to support team efficiency.
- Collaborate with operations, product, billing, and technical teams to resolve escalated issues and ensure smooth handoffs.
- Adhere to company policies and maintain compliance in all customer interactions.

Required Qualifications

- 1 to 2 years of experience in customer service, call center, or client support roles.
- Proficiency with ticketing platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
- Strong written and verbal communication skills in English.
- Excellent organizational skills with the ability to multitask effectively.
- Comfortable working in high-volume support environments.
- Familiarity with Google Workspace or Microsoft Office applications.
- Reliable internet connection and a professional remote work setup.

Preferred Qualifications and Additional Benefits

- Experience supporting U.S.-based customers.
- Background in SaaS, e-commerce, healthcare, finance, or service-oriented industries.
- Experience working in KPI-driven support environments.
- Knowledge of live chat platforms and support automation tools.
- Multilingual communication skills are a plus.

Success in this role is measured by high first contact resolution rates, strong customer satisfaction (CSAT) scores, quick response and ticket resolution times, accurate documentation, and positive customer feedback supported by quality assurance results.

Interview Process

Candidates will undergo an initial recruiter screening, followed by a practical assessment, a client interview, and finally, the offer and onboarding stage.

Application Process

After applying, candidates will receive an invitation via Spark Hire to submit a brief introductory video. This video allows hiring managers to learn about you upfront, streamlining the interview process by focusing on meaningful conversations rather than repetitive background checks. Applicants can record multiple takes before submitting and should check their inbox and spam folders for the invitation.

This opportunity offers a dynamic environment for individuals passionate about customer service and eager to contribute to a client-focused team remotely.