✨ AI Summary
The Customer Service Representative will handle high-volume inbound support across multiple channels including Zendesk, Freshdesk, Salesforce Service Cloud, phone, email, live chat, and social media. The role focuses on delivering fast, professional, and customer-first experiences, resolving issues on first contact whenever possible, and escalating complex cases. Responsibilities include prioritizing tickets, maintaining accurate documentation, managing backlog within SLA targets, updating knowledge base, and capturing customer feedback (CSAT, NPS). Collaboration with product, operations, and engineering teams is expected to resolve complex issues and improve workflows. Compliance with privacy standards like GDPR and HIPAA is mandatory.
Candidates should have 1-2 years of experience in customer service, call center, or support roles, with experience in Zendesk, Freshdesk, or Salesforce Service Cloud. Strong typing and multitasking skills, along with proficiency in Microsoft Office and Google Workspace, are required. The ideal candidate is patient, empathetic, solution-focused, communicates clearly, stays calm under pressure, and can handle high volume without sacrificing quality. Multilingual capabilities and experience in SaaS, e-commerce, healthcare, or finance are considered advantageous.
Description
Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.S. HoursPosition Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends)About the RoleWe’re hiring a Customer Service Representative (CSR) to handle high-volume inbound support and deliver a fast, professional, and customer-first experience.This is not a low-volume support role — you will manage 50–100+ tickets per day across multiple channels while maintaining quality and speed.If you’re someone who can stay calm under pressure, communicate clearly, and resolve issues efficiently — this role is built for you.What You’ll OwnCustomer Support & Issue Resolution (Primary Focus)Handle 50–100+ daily tickets via:ZendeskFreshdeskSalesforce Service CloudHelp ScoutSupport customers via:PhoneEmailLive chatSocial mediaResolve issues on first contact whenever possibleEscalate complex cases to Tier 2 or technical teamsTicket Management & SLA ExecutionPrioritize tickets based on urgency and SLAMaintain complete and accurate documentation for every interactionTrack open tickets and ensure timely resolutionKeep backlog under control and within SLA targetsKnowledge Base & EfficiencyUpdate FAQs and internal knowledge baseCreate and refine response templates/macrosImprove efficiency and consistency across responsesCustomer Experience & FeedbackMaintain empathetic, professional communicationCapture:CSATNPSCustomer sentimentIdentify recurring issues and report trendsCross-Team CollaborationWork with:ProductOperationsEngineeringHelp resolve complex issues and improve workflowsShare customer insights to improve product/serviceCompliance & QualityFollow privacy and compliance standards:GDPRHIPAA (if applicable)Maintain confidentiality of customer dataEnsure consistent quality across all interactionsWhat Makes You a Strong FitYou are patient, empathetic, and solution-focusedYou communicate clearly and professionallyYou can handle high volume without sacrificing qualityYou stay calm under pressureYou are adaptable and quick to learnRequired Experience & Skills1–2 years experience in:Customer serviceCall centerSupport rolesExperience with at least one platform:Zendesk / Freshdesk / Salesforce Service CloudStrong typing and multitasking abilityProficiency with:Microsoft OfficeGoogle WorkspaceNice to HaveMultilingual capabilitiesExperience in:SaaSE-commerceHealthcareFinanceFamiliarity with KPI-driven environmentsExposure to:ChatbotsAI-driven support toolsWhat a Typical Day Looks LikeReview and prioritize incoming ticketsRespond across phone, chat, and emailResolve issues quickly and accuratelyUpdate knowledge base when neededCollaborate with internal teams for escalationsTrack customer sentiment and feedbackClose tickets or hand off with proper documentationIn short: You ensure every customer interaction is fast, clear, and resolved.Key Metrics (KPIs)First Contact Resolution (FCR)Average Handle Time (AHT) within SLACSAT / NPS ≥ 90%Ticket backlog managed within SLAQuality and consistency of responsesWhy This Role Stands OutHigh-impact frontline roleClear performance metrics and expectationsExposure to multiple industries and toolsOpportunity to grow into QA, team lead, or operations rolesFast-paced, structured environmentInterview ProcessInitial Phone ScreenVideo Interview with Pavago RecruiterPractical Task (handling sample tickets)Client InterviewOffer & Background VerificationApply NowIf you:Can handle high-volume support environmentsCommunicate clearly and professionallyTake pride in resolving customer issuesThis role is a strong fit.