# Customer Service Representative > Pavago · Honduras (Remote) · — · Posted 2026-05-19 **Workplace:** remote ## Description ### **Customer Service Representative (CSR) – Remote | U.S. Business Hours** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Client Business Hours ### **🌟 About the Role** At Pavago, one of our clients is hiring a **Customer Service Representative (CSR)** to deliver fast, professional, and empathetic customer support across phone, email, live chat, and ticketing systems. This is a customer-facing support role designed for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping customers solve problems. You will act as the frontline voice of the company — ensuring customers receive timely support, accurate resolutions, and a positive experience throughout every interaction. If you are: - calm under pressure - highly organized - solutions-oriented - comfortable managing high ticket volumes - strong in communication and follow-through this role is a strong fit. ### **🎯 What You’ll Own** ### **Customer Support & Issue Resolution** - Handle inbound customer inquiries via: - phone - email - live chat - support tickets - Resolve customer concerns efficiently while maintaining professionalism and empathy - Troubleshoot common customer issues and escalate complex cases appropriately - Deliver high-quality support experiences that improve customer satisfaction and trust - Maintain fast response times while balancing multiple conversations and priorities ### **Ticket & Case Management** - Manage support requests using platforms such as: - Zendesk - Freshdesk - Help Scout - Salesforce Service Cloud - Prioritize urgent cases based on SLAs and business impact - Document customer interactions clearly and accurately within ticketing systems - Monitor open tickets and ensure proper follow-up through resolution - Maintain organized, accurate, and audit-ready support records ### **Customer Experience & Communication** - Communicate professionally and empathetically across all customer channels - De-escalate frustrated customer situations calmly and effectively - Maintain a customer-first mindset during every interaction - Capture customer feedback and identify recurring issues or service gaps - Ensure customers feel heard, supported, and informed throughout the support process ### **Knowledge Base & Process Support** - Update FAQs, response templates, and internal support documentation - Improve support macros and customer communication workflows - Identify recurring customer concerns and recommend process improvements - Share customer insights and recurring trends with internal teams ### **Cross-Functional Coordination** - Collaborate with: - operations - billing - technical teams - product teams - Ensure accurate handoffs for escalated issues - Maintain compliance with company procedures, documentation standards, and privacy policies ### **✅ What Makes You a Strong Fit** - You genuinely enjoy helping customers and solving problems - You remain calm, professional, and patient under pressure - You communicate clearly across phone, chat, and email - You can manage high ticket volumes without sacrificing quality - You are organized, detail-oriented, and reliable with follow-through - You take ownership of customer concerns until they are fully resolved ### **📌 Requirements (Must-Have)** ### **Experience** - 1–2+ years of experience in: - customer service - customer support - call center environments - client-facing support roles ### **Technical & Operational Skills** - Experience using customer support platforms such as: - Zendesk - Freshdesk - Help Scout - Salesforce Service Cloud - Strong proficiency in: - Google Workspace - Microsoft Office tools - Comfortable working in high-volume support environments - Reliable remote work setup with stable internet connection ### **Communication Skills** - Strong written and verbal English communication - Professional and empathetic communication style - Strong multitasking and organizational abilities - Ability to handle difficult customer situations professionally ### **⭐ Nice to Have** - Experience supporting U.S.-based customers - Background in: - SaaS - e-commerce - healthcare - finance - service-based businesses - Experience in KPI-driven customer support environments - Familiarity with: - live chat systems - support automation tools - Multilingual communication skills ### **🛠️ Tools & Platforms** - Zendesk - Freshdesk - Help Scout - Salesforce Service Cloud - Google Workspace - Microsoft Office - Live chat & ticketing platforms ### **📅 What a Typical Day Looks Like** - Review and prioritize inbound support tickets and customer inquiries - Respond to customers via phone, email, and live chat - Troubleshoot customer issues and coordinate escalations when needed - Update ticketing systems with accurate notes and documentation - Follow up on unresolved cases to ensure completion - Identify recurring issues and contribute ideas for improving support processes **In short:** You ensure customers receive fast, professional, and solutions-focused support that strengthens customer trust and satisfaction. ### **📈 Key Metrics for Success (KPIs)** - First Contact Resolution (FCR) rate - Customer Satisfaction (CSAT) and NPS scores - Average response time and SLA compliance - Ticket resolution speed and queue management - Accuracy of ticket documentation and updates - Positive customer feedback and QA scores ### **🌟 Why This Role Stands Out** - High-impact customer-facing role - Opportunity to strengthen customer experience and retention - Collaborative and structured remote environment - Exposure to modern customer support systems and workflows - Clear growth opportunities into: - Customer Success - Team Lead - Operations Support - Client Experience roles ### **🧪 Interview Process** - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Assessment (Customer Support Scenarios / Simulated Tickets) - Client Interview with Support Leadership - Offer & Background Verification ### **👉 Apply Now** If you: - enjoy helping customers and solving problems - communicate clearly and professionally - thrive in fast-paced support environments - can manage multiple conversations while maintaining quality this is a strong opportunity to grow within a customer-focused remote support role. ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/0A63E4CFDC/apply) --- Powered by [Workable](https://www.workable.com)