Customer Service Representative
pavagoTampa, FL
Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & Phone
Position Type:
Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)
About the Role:
We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.
This role is focused on:
- Resolving issues quickly
- Managing ticket queues efficiently
- Maintaining strong customer experience
- You’ll be the frontline voice of the company, ensuring every customer interaction is:
- Clear
- ProfessionalResolvedWhat You’ll OwnCustomer Support & Issue Resolution
- Handle 50–100 daily tickets via:
- ZendeskFreshdeskSalesforce Service Cloud
- Respond across:
- PhoneEmailLive chat
- Social channels
- Aim for first-contact resolution whenever possible
- Escalate complex issues to Tier 2/technical teams
- Ticket Management & SLA Ownership
- Prioritize tickets based on urgency and SLA requirements
- Maintain complete and accurate case notes
- Monitor open tickets to ensure timely resolution
- Keep backlog low and under control
- Customer Communication
- Communicate with empathy and professionalism
- Ensure customers feel:
- Heard
- UnderstoodSupportedHandle high-volume workloads without compromising quality
- Knowledge Base & Efficiency
- Update internal knowledge base and FAQsCreate and refine:
- Response templates
- MacrosImprove resolution speed and consistency
- Customer Feedback & Insights
- Capture customer sentiment (CSAT, NPS)
- Identify recurring issues and trends
- Share insights with product/support teams
- Collaboration & Escalation
- Work closely with:
- Product
- EngineeringOperationsEnsure smooth resolution of complex cases
- Provide feedback to improve systems and workflows
- Compliance & Quality
- Follow privacy and compliance standards (GDPR, HIPAA if applicable)
- Maintain confidentiality of sensitive customer data
- Ensure quality across all interactions
- What Makes You a Strong FitYou are patient, empathetic, and solution-oriented
- You communicate clearly under pressure
- You can handle high ticket volumes without losing quality
- You are organized and disciplined with follow-ups
- You adapt quickly across tools and workflows
- Required Experience & Skills1–2 years in:
- Customer support
- Call center
- Service roles
- Experience with ticketing tools like:
- ZendeskFreshdeskSalesforce Service CloudStrong typing and multitasking ability
- Proficiency in:
- Google Workspace
- Microsoft Office
- Excellent written and verbal English communication
Nice to Have:
Multilingual support capability
Experience in:
- SaaSE-commerce
- HealthcareFinanceFamiliarity with KPI-driven environments
- Exposure to:
- ChatbotsAI support tools
- What a Typical Day Looks LikeReview and prioritize ticket queue
- Respond to customer inquiries across channels
- Resolve issues or escalate when needed
- Update knowledge base and documentation
- Capture feedback and identify trends
- Clear backlog and ensure SLA compliance
In short: You ensure every customer issue is resolved quickly, clearly, and professionally.
Key Metrics (KPIs)
First Contact Resolution (FCR)
Average Handle Time (AHT) within SLACSAT / NPS scores (≥ 90% target)
Ticket backlog within SLA limits
Quality and consistency of responses
Why This Role Stands OutHigh-volume, structured support environment
Clear KPIs and performance visibility
Cross-functional exposure (product, ops, engineering)
Opportunity to grow into senior support or CX roles
Remote flexibility with defined workflows
Interview Process:
- Initial Phone ScreenVideo Interview with Pavago Recruiter
- Practical Task (simulate support tickets)
- Client Interview
- Offer & Background Verification
- Apply NowIf you:
- Enjoy helping customers
- Thrive in fast-paced support environments
- Can handle high volume with consistency
- This role is a strong fit.
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Level
Junior L3
Location
Tampa, FL
Occupation
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Industry
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Posted
yesterday