About the role
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