Job description
Customer Service Representative (High-Volume Support, Zendesk & Live Chat) – Remote | U.
S. Hours Position Type: Full-Time, Remote Working Hours: U.
S. Client Business Hours (flexibility for evenings/weekends) About the Role We’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 Own Customer Support & Issue Resolution (Primary Focus) Handle 50–100+ daily tickets via: Zendesk Freshdesk Salesforce Service Cloud Help Scout Support customers via: Phone Email Live chat Social media Resolve issues on first contact whenever possible Escalate complex cases to Tier 2 or technical teams Ticket Management & SLA Execution Prioritize tickets based on urgency and SLA Maintain complete and accurate documentation for every interaction Track open tickets and ensure timely resolution Keep backlog under control and within SLA targets Knowledge Base & Efficiency Update FAQs and internal knowledge base Create and refine response templates/macros Improve efficiency and consistency across responses Customer Experience & Feedback Maintain empathetic, professional communication Capture: CSAT NPS Customer sentiment Identify recurring issues and report trends Cross-Team Collaboration Work with: Product Operations Engineering Help resolve complex issues and improve workflows Share customer insights to improve product/service Compliance & Quality Follow privacy and compliance standards: GDPR HIPAA (if applicable) Maintain confidentiality of customer data Ensure consistent quality across all interactions What Makes You a Strong Fit You are patient, empathetic, and solution-focused You communicate clearly and professionally You can handle high volume without sacrificing quality You stay calm under pressure You are adaptable and quick to learn Required Experience & Skills 1–2 years experience in: Customer service Call center Support roles Experience with at least one platform: Zendesk / Freshdesk / Salesforce Service Cloud Strong typing and multitasking ability Proficiency with: Microsoft Office Google Workspace Nice to Have Multilingual capabilities Experience in: SaaS E-commerce Healthcare Finance Familiarity with KPI-driven environments Exposure to: Chatbots AI-driven support tools What a Typical Day Looks Like Review and prioritize incoming tickets Respond across phone, chat, and email Resolve issues quickly and accurately Update knowledge base when needed Collaborate with internal teams for escalations Track customer sentiment and feedback Close tickets or hand off with proper documentation In short: You ensure every customer interaction is fast, clear, and resolved.
Key Metrics (KPIs) First Contact Resolution (FCR) Average Handle Time (AHT) within SLA CSAT / NPS ≥ 90% Ticket backlog managed within SLA Quality and consistency of responses Why This Role Stands Out High-impact frontline role Clear performance metrics and expectations Exposure to multiple industries and tools Opportunity to grow into QA, team lead, or operations roles Fast-paced, structured environment Interview Process Initial Phone Screen Video Interview with Pavago Recruiter Practical Task (handling sample tickets) Client Interview Offer & Background Verification Apply Now If you: Can handle high-volume support environments Communicate clearly and professionally Take pride in resolving customer issues This role is a strong fit.
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