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
- Professional
- Resolved
What You’ll Own
Customer Support & Issue Resolution
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Handle 50–100 daily tickets via:
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Zendesk
-
Freshdesk
-
Salesforce Service Cloud
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Respond across:
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Phone
-
Email
-
Live chat
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Social channels
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Aim for first-contact resolution whenever possible
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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
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Communicate with empathy and professionalism
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Ensure customers feel:
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Heard
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Understood
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Supported
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Handle high-volume workloads without compromising quality
Knowledge Base & Efficiency
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Update internal knowledge base and FAQs
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Create and refine:
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Response templates
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Macros
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Improve 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
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Work closely with:
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Product
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Engineering
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Operations
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Ensure smooth resolution of complex cases
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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 Fit
- You 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 & Skills
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1–2 years in:
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Customer support
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Call center
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Service roles
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Experience with ticketing tools like:
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Zendesk
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Freshdesk
-
Salesforce Service Cloud
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Strong typing and multitasking ability
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Proficiency in:
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Google Workspace
-
Microsoft Office
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Excellent written and verbal English communication
Nice to Have
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Multilingual support capability
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Experience in:
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SaaS
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E-commerce
-
Healthcare
-
Finance
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Familiarity with KPI-driven environments
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Exposure to:
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Chatbots
-
AI support tools
What a Typical Day Looks Like
- Review 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 SLA
- CSAT / NPS scores (≥ 90% target)
- Ticket backlog within SLA limits
- Quality and consistency of responses
Why This Role Stands Out
- High-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 Screen
- Video Interview with Pavago Recruiter
- Practical Task (simulate support tickets)
- Client Interview
- Offer & Background Verification
Apply Now
If you:
- Enjoy helping customers
- Thrive in fast-paced support environments
- Can handle high volume with consistency
This role is a strong fit.
Originally posted on Himalayas
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