About the job
Job Title: Customer Service Representative (CSR)
Position Type: Full-Time, Remote
Working Hours: U.S. client business hours, with flexibility for evenings and weekends based on client support needs.
About the Role:
Pavago is looking for a dedicated Customer Service Representative (CSR) to efficiently handle customer inquiries and provide solutions that enhance overall customer satisfaction. The ideal candidate will have a strong commitment to delivering exceptional service through various channels including phone, email, and chat. This role is pivotal in creating a positive customer experience while managing a high volume of tickets in compliance with service level agreements (SLAs).
Responsibilities:
Customer Interaction & Resolution:
- Manage 50–100 tickets daily using platforms like Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.
- Respond to customer inquiries through phone, email, live chat, and social media.
- Resolve issues effectively on the first contact and escalate more complex cases to Tier 2 or technical teams as necessary.
Knowledge Management:
- Regularly update internal knowledge bases and FAQs with solutions to common issues.
- Create and maintain response macros and templates to streamline communication.
Ticket Management:
- Prioritize support cases based on urgency and SLA requirements.
- Accurately document all interactions in the ticketing system.
- Monitor open tickets to ensure timely resolution.
Customer Satisfaction & Feedback:
- Maintain professional and empathetic communication in all customer interactions.
- Collect customer feedback through CSAT and NPS surveys.
- Identify and report recurring issues to product and support leadership.
Collaboration:
- Work closely with product, operations, and engineering teams to resolve complex customer issues.
- Provide valuable customer feedback to guide product enhancements.
Compliance & Quality:
- Ensure that all support interactions adhere to company standards regarding privacy and data protection.
- Handle sensitive information with the utmost confidentiality.

