# Customer Service Representative > Pavago Β· Peru (Remote) Β· β€” Β· Posted 2026-05-19 **Workplace:** remote ## Description ### **πŸ“ž 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 support across phone, email, chat, and ticketing platforms. This is a high-volume, customer-facing role where communication, responsiveness, and problem-solving are critical. You’ll serve as the frontline voice of the company β€” helping customers resolve issues, answering questions, documenting interactions accurately, and ensuring every customer feels supported throughout the experience. This role is ideal for someone who: - communicates clearly under pressure - enjoys helping people - stays organized in fast-paced environments - takes ownership of customer issues until resolution If you thrive in support-focused environments and care deeply about customer experience β€” this role is a strong fit. ### **πŸ”₯ What You’ll Own** ### **Customer Support & Issue Resolution** - Handle inbound customer inquiries across: - phone - email - live chat - support tickets - Resolve customer concerns quickly and professionally - Troubleshoot common customer issues and escalate complex cases when needed - Deliver empathetic, solutions-focused customer experiences - Maintain fast response times while managing multiple conversations simultaneously ### **Ticket & Case Management** - Manage support requests using platforms such as: - Zendesk - Freshdesk - Help Scout - Salesforce Service Cloud - Prioritize tickets based on: - urgency - SLA requirements - business impact - Maintain accurate ticket documentation and case updates - Ensure unresolved issues receive proper follow-up until completion ### **Customer Communication & Experience** - Communicate clearly and professionally across all support channels - De-escalate frustrated customer situations calmly and effectively - Maintain a customer-first mindset during every interaction - Capture recurring issues and customer feedback for internal improvement ### **Knowledge Base & Process Support** - Update FAQs, support documentation, and knowledge base articles - Improve response templates and support macros - Identify recurring support trends and operational gaps - Share customer insights with operations, product, or leadership teams ### **Cross-Functional Coordination** - Collaborate with: - operations - billing - product - technical support teams - Escalate issues accurately when needed - Ensure smooth internal handoffs for unresolved cases - Maintain compliance with internal policies and documentation standards ### **πŸ“Š What Success Looks Like** - Customers receive fast and professional support - Tickets are resolved accurately and efficiently - SLA response times remain consistently strong - Documentation and CRM updates stay accurate - Customer satisfaction and CSAT scores improve - Escalations are handled smoothly with strong communication ### **🧠 What Makes You a Strong Fit** - You genuinely enjoy helping customers - You stay calm and organized under pressure - You communicate professionally and confidently - You can multitask effectively without sacrificing quality - You’re detail-oriented and reliable with follow-through - You take ownership of issues until they are fully resolved ### **βœ… Must-Have Requirements** ### **Experience** - 1–2 years of experience in: - customer service - support - call center - client-facing roles ### **Technical Skills** - Experience using support platforms such as: - Zendesk - Freshdesk - Salesforce Service Cloud - Help Scout - Proficiency with: - Google Workspace - Microsoft Office - Comfortable managing high-volume ticket environments ### **Communication & Execution** - Strong written and verbal English communication skills - Excellent multitasking and organizational abilities - Ability to work independently in remote environments - Reliable internet connection and professional remote work setup ### **⭐ Nice to Have** - Experience supporting U.S.-based customers - Background in: - SaaS - e-commerce - healthcare - finance - service-based businesses - Experience in KPI-driven support environments - Familiarity with: - live chat systems - support automation tools - Multilingual communication skills ### **πŸ› οΈ Tools & Platforms** - Zendesk - Freshdesk - Salesforce Service Cloud - Help Scout - Google Workspace - Microsoft Office - Live chat and ticketing systems ### **πŸ“… What a Typical Day Looks Like** - Review and prioritize incoming support tickets - Respond to customer inquiries via phone, email, and chat - Troubleshoot issues and coordinate escalations - Document interactions and maintain ticket accuracy - Follow up on unresolved cases - Identify recurring issues and recommend process improvements **In short:** You ensure customers receive fast, professional, and solutions-focused support that strengthens trust, retention, and satisfaction. ### **πŸ“ˆ Key Metrics for Success (KPIs)** - First Contact Resolution (FCR) rate - Customer Satisfaction (CSAT) and NPS scores - Average response and resolution times - SLA compliance - Accuracy of ticket documentation - Queue management and follow-through quality ### **🌟 Why This Role Stands Out** - High-impact customer-facing role - Opportunity to strengthen communication and problem-solving skills - Exposure to customer operations and support systems - Fast-paced environment with measurable impact - Clear growth opportunities into: - Customer Success - Team Lead - Operations Support - Client Experience roles - Fully remote role with structured workflows and expectations ### **πŸ§ͺ Interview Process** - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Customer Support Scenario - Client Interview with Support Leadership - Offer & Background Verification ### **πŸ‘‰ Apply Now** If you: - enjoy helping customers solve problems - communicate clearly and professionally - thrive in fast-paced support environments - care deeply about customer experience and follow-through this is a strong opportunity to grow within customer support and client operations. ## Apply [Apply at Pavago](https://apply.workable.com/pavago/j/EA041A6F96/apply) --- Powered by [Workable](https://www.workable.com)