# Customer Service Representative > Pavago · Panama (Remote) · — · Posted 2026-05-20 **Workplace:** remote ## Description ### **Customer Service Representative (CSR) – Remote** **Customer Support | Zendesk | Email, Chat & Phone Support** **Position Type:** Full-Time, Remote **Working Hours:** U.S. Client Business Hours ### **About the Role** We’re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences. This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems. You’ll serve as the frontline voice of the company — handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported. The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times. ### **What You’ll Own** ### **Customer Support & Issue Resolution** - Handle inbound customer inquiries across phone, email, chat, and support tickets - Resolve customer issues quickly while maintaining professionalism and empathy - Troubleshoot common customer concerns and escalate complex cases when necessary - Deliver high-quality support experiences that build customer trust and satisfaction - Maintain fast response times while balancing multiple conversations and priorities ### **Ticket & Case Management** - Manage support tickets using platforms such as: - Zendesk - Freshdesk - Help Scout - Salesforce Service Cloud - Prioritize urgent issues based on SLAs and business impact - Document customer interactions clearly and accurately within the ticketing system - Monitor open tickets and ensure proper follow-up until resolution ### **Customer Experience & Communication** - Communicate clearly, professionally, and empathetically across all support channels - De-escalate frustrated customer situations calmly and effectively - Capture customer feedback and identify recurring issues or service gaps - Maintain a customer-first mindset throughout every interaction ### **Knowledge Base & Process Support** - Update internal knowledge bases, FAQs, and support documentation - Create and improve response templates and support macros - Identify recurring support trends and suggest process improvements - Support internal teams by sharing customer insights and recurring issues ### **Collaboration & Operations Support** - Work closely with operations, product, billing, or technical teams to resolve escalated issues - Ensure accurate handoffs for unresolved cases - Maintain compliance with company policies, privacy standards, and documentation requirements ### **What Makes You a Great Fit** - You genuinely enjoy helping customers and solving problems - You stay calm and professional under pressure - You communicate clearly and confidently across phone, email, and chat - You can manage high ticket volumes without sacrificing quality - You are organized, detail-oriented, and reliable with follow-through - You take ownership of customer issues until they are resolved ### **Required Experience & Skills** - 1–2 years of experience in customer service, support, call center, or client-facing roles - Experience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud - Strong written and verbal English communication skills - Strong multitasking and organizational abilities - Comfortable handling high-volume support environments - Proficiency with Google Workspace or Microsoft Office tools - Reliable internet connection and professional remote work setup ### **Preferred Experience** - Experience supporting U.S.-based customers - Background in SaaS, e-commerce, healthcare, finance, or service-based industries - Experience working in KPI-driven support environments - Familiarity with live chat systems and support automation tools - Multilingual communication skills are a plus ### **What a Typical Day Looks Like** A Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will: - Review and prioritize inbound support tickets and customer inquiries - Respond to customers via phone, email, and chat throughout the day - Troubleshoot issues and coordinate with internal teams when escalation is needed - Document customer interactions and maintain accurate records in the support system - Follow up on unresolved cases to ensure completion and customer satisfaction - Identify recurring customer concerns and contribute ideas for service improvement In short: you ensure customers receive fast, professional, and solutions-focused support that strengthens 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 documentation and ticket updates - Positive customer feedback and quality assurance scores ### **Interview Process** 1. Initial Phone Screen 2. Video Interview with Pavago Recruiter 3. Practical Task (Customer Support Scenarios or Simulated Tickets) 4. Client Interview with Support Leadership 5. Offer & Background Verification #CustomerService #CustomerSupport #CSR #RemoteJobs #SupportRepresentative #Zendesk #CustomerExperience #RemoteWork #ClientSupport ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/78EF0165BC/apply) --- Powered by [Workable](https://www.workable.com)