{"id":318907,"url":"https://alion.io/job/pavago-customer-service-representative-10","title":"Customer Service Representative","company":{"id":1117,"name":"Pavago","domain":"pavago.co","url":"https://alion.io/company/pavago","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":204,"ghost_share":0,"stale_share":0.99,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Panama"],"countries":["PA"],"hiring_countries":["PA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Google Workspace","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-06-22T00:00:00Z","employer_posted_date":"2026-06-22","last_verified_at":"2026-11-09T12:51:22Z","board_verified":true,"closed_at":null,"days_open":140,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":140},"description":"Customer Service Representative (CSR) - Remote\nCustomer Support | Zendesk | Email, Chat & Phone Support\nPosition Type: Full-Time, Remote\nWorking Hours: U.S. Client Business Hours\nAbout the Role\nWe’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.\nThis 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.\nYou’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.\nThe ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times.\nWhat You’ll Own\nCustomer Support & Issue Resolution\nHandle inbound customer inquiries across phone, email, chat, and support tickets\nResolve customer issues quickly while maintaining professionalism and empathy\nTroubleshoot common customer concerns and escalate complex cases when necessary\nDeliver high-quality support experiences that build customer trust and satisfaction\nMaintain fast response times while balancing multiple conversations and priorities\nTicket & Case Management\nManage support tickets using platforms such as:\nZendesk\nFreshdesk\nHelp Scout\nSalesforce Service Cloud\nPrioritize urgent issues based on SLAs and business impact\nDocument customer interactions clearly and accurately within the ticketing system\nMonitor open tickets and ensure proper follow-up until resolution\nCustomer Experience & Communication\nCommunicate clearly, professionally, and empathetically across all support channels\nDe-escalate frustrated customer situations calmly and effectively\nCapture customer feedback and identify recurring issues or service gaps\nMaintain a customer-first mindset throughout every interaction\nKnowledge Base & Process Support\nUpdate internal knowledge bases, FAQs, and support documentation\nCreate and improve response templates and support macros\nIdentify recurring support trends and suggest process improvements\nSupport internal teams by sharing customer insights and recurring issues\nCollaboration & Operations Support\nWork closely with operations, product, billing, or technical teams to resolve escalated issues\nEnsure accurate handoffs for unresolved cases\nMaintain compliance with company policies, privacy standards, and documentation requirements\nWhat Makes You a Great Fit\nYou genuinely enjoy helping customers and solving problems\nYou stay calm and professional under pressure\nYou communicate clearly and confidently across phone, email, and chat\nYou can manage high ticket volumes without sacrificing quality\nYou are organized, detail-oriented, and reliable with follow-through\nYou take ownership of customer issues until they are resolved\nRequired Experience & Skills\n1-2 years of experience in customer service, support, call center, or client-facing roles\nExperience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud\nStrong written and verbal English communication skills\nStrong multitasking and organizational abilities\nComfortable handling high-volume support environments\nProficiency with Google Workspace or Microsoft Office tools\nReliable internet connection and professional remote work setup\nPreferred Experience\nExperience supporting U.S.-based customers\nBackground in SaaS, e-commerce, healthcare, finance, or service-based industries\nExperience working in KPI-driven support environments\nFamiliarity with live chat systems and support automation tools\nMultilingual communication skills are a plus\nWhat a Typical Day Looks Like\nA Customer Service Representative’s day revolves around resolving customer concerns quickly and professionally. You will:\nReview and prioritize inbound support tickets and customer inquiries\nRespond to customers via phone, email, and chat throughout the day\nTroubleshoot issues and coordinate with internal teams when escalation is needed\nDocument customer interactions and maintain accurate records in the support system\nFollow up on unresolved cases to ensure completion and customer satisfaction\nIdentify recurring customer concerns and contribute ideas for service improvement\nIn short: you ensure customers receive fast, professional, and solutions-focused support that strengthens trust and satisfaction.\nKey Metrics for Success (KPIs)\nFirst Contact Resolution (FCR) rate\nCustomer Satisfaction (CSAT) and NPS scores\nAverage Response Time and SLA compliance\nTicket resolution speed and queue management\nAccuracy of documentation and ticket updates\nPositive customer feedback and quality assurance scores\nInterview Process\nInitial Phone Screen\nVideo Interview with Pavago Recruiter\nPractical Task (Customer Support Scenarios or Simulated Tickets)\nClient Interview with Support Leadership\nOffer & Background Verification\n#CustomerService #CustomerSupport #CSR #RemoteJobs #SupportRepresentative #Zendesk #CustomerExperience #RemoteWork #ClientSupport","description_format":"text","description_chars":5289,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Panama","iso":"PA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-09-05T16:17:28Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.151,"p_room":0.28,"age_days":140,"expected_fill_days":32,"reasons":["conf:2","stale_co","evergreen","wave","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/pavago-customer-service-representative-10","json_url":"https://alion.io/job/pavago-customer-service-representative-10.json","meta":{"generated_at":"2026-11-09T16:01:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22973,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1117},"rest":"https://alion.io/mcp/rest/get_company?id=1117"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpavago-customer-service-representative-10"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpavago-customer-service-representative-10"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpavago-customer-service-representative-10"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pavago-customer-service-representative-10\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpavago-customer-service-representative-10"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":318907}},{"tool":"search_jobs","arguments":{"company":"pavago.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":318907},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}