{"id":2561762,"url":"https://alion.io/job/pavago-customer-service-representative-17","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":76,"open_postings":193,"ghost_share":0,"stale_share":0.974,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-22T06:10:10Z"}},"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":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PE"],"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":"2026-10-14T20:50:18Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-22T22:42:58Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Customer Service Representative (CSR) - Remote | U.S. Business Hours\nPosition Type: Full-Time, Remote\nWorking Hours: U.S. Client Business Hours\nAbout the Role\nAt Pavago, one of our clients is hiring a Customer Service Representative (CSR) to provide fast, professional, and empathetic customer support across phone, email, live chat, and support ticket platforms.\nYou’ll serve as the frontline voice of the business, helping customers resolve issues, answering questions, documenting interactions, and ensuring every customer receives a positive and professional experience.\nThis is a high-volume, customer-facing role where communication, responsiveness, problem-solving, and follow-through are essential.\nIf you enjoy helping people, communicate confidently, and stay calm and organized in fast-paced environments, this role is a strong fit.\nWhat You’ll Own\nCustomer Support & Issue Resolution\nHandle inbound customer inquiries across:\nPhone\nEmail\nLive chat\nSupport tickets\nYou’ll:\nRespond quickly and professionally to customer questions\nUnderstand customer concerns and identify the appropriate solution\nTroubleshoot common issues\nResolve requests whenever possible on the first interaction\nEscalate complex cases to the appropriate team\nFollow unresolved issues through completion\nMaintain a professional and empathetic customer experience\nTicket & Case Management\nManage customer requests using support platforms such as:\nZendesk\nFreshdesk\nHelp Scout\nSalesforce Service Cloud\nYou’ll:\nCreate and update support tickets\nPrioritize cases based on urgency and SLA requirements\nMaintain accurate case notes and documentation\nTrack outstanding issues and next steps\nFollow up consistently until cases are resolved\nKeep support queues organized and up to date\nCustomer Communication & De-Escalation\nProvide clear, professional communication throughout the customer journey.\nYou’ll:\nExplain solutions in simple, easy-to-understand language\nKeep customers informed about progress and next steps\nHandle frustrated customers calmly and professionally\nDe-escalate difficult situations when necessary\nSet realistic expectations around resolution timelines\nMaintain a customer-first approach without sacrificing accuracy or process\nKnowledge Base & Process Support\nHelp improve the overall customer support experience.\nYou’ll:\nUpdate FAQs and support documentation\nImprove response templates and support macros\nDocument recurring customer questions\nIdentify common support issues and trends\nShare customer feedback with relevant internal teams\nRecommend improvements that reduce repeat issues\nCross-Functional Coordination\nWork closely with teams such as:\nOperations\nBilling\nProduct\nTechnical Support\nCustomer Success\nYou’ll:\nEscalate issues with complete and accurate context\nCoordinate internal follow-ups\nTrack cases requiring support from other departments\nEnsure smooth handoffs between teams\nMaintain accurate documentation throughout the process\nWhat Makes You a Strong Fit\nYou:\nGenuinely enjoy helping customers\nCommunicate clearly and professionally\nStay calm when dealing with frustrated customers\nCan manage multiple conversations and tickets simultaneously\nAre highly organized and detail-oriented\nTake ownership instead of passing problems along\nFollow up consistently until issues are resolved\nCan balance speed with service quality\nWork effectively without constant supervision\nRequired Experience & Skills\n1-2+ years of experience in:\nCustomer service\nCustomer support\nCall center operations\nClient-facing roles\nStrong written and spoken English\nExperience using customer support or ticketing platforms such as:\nZendesk\nFreshdesk\nSalesforce Service Cloud\nHelp Scout\nComfortable handling high-volume customer inquiries\nStrong problem-solving and troubleshooting skills\nExcellent multitasking and organizational abilities\nProficiency with Google Workspace and/or Microsoft Office\nStrong attention to detail and documentation accuracy\nAbility to work independently in a remote environment\nReliable high-speed internet and professional remote work setup\nAvailability during U.S. client business hours\nNice to Have\nExperience supporting U.S.-based customers\nExperience in KPI or SLA-driven customer support environments\nFamiliarity with live chat and support automation tools\nMultilingual communication skills\nExperience in:\nSaaS\nE-commerce\nHealthcare\nFinance\nProfessional or home services\nExperience handling billing or account-related inquiries\nWhat a Typical Day Looks Like\nYou might:\nReview and prioritize incoming tickets\nAnswer inbound customer calls\nRespond to emails and live chats\nTroubleshoot customer concerns\nDocument interactions in the support system\nFollow up on unresolved cases\nCoordinate escalations with internal teams\nDe-escalate frustrated customers\nReview SLA deadlines and outstanding tickets\nIdentify recurring customer issues\nUpdate FAQs or support documentation\nIn short: You ensure customers receive fast, professional, accurate, and solutions-focused support from their first interaction through final resolution.\nKey Metrics for Success\nFirst Contact Resolution (FCR)\nCustomer Satisfaction (CSAT)\nNet Promoter Score (NPS), where applicable\nAverage response time\nAverage resolution time\nSLA compliance\nTicket documentation accuracy\nQueue management and productivity\nEscalation quality\nCustomer follow-through and issue resolution\nWhy This Role Stands Out\nDirect impact on customer satisfaction and retention\nHigh ownership over the customer experience\nExposure to modern support and ticketing platforms\nOpportunity to strengthen communication and problem-solving skills\nFully remote work environment\nClear growth opportunities into:\nSenior Customer Service Representative\nCustomer Support Team Lead\nCustomer Success\nClient Experience\nOperations Support\nInterview Process\nInitial Phone Screen\nSpark Hire Intro Video\nVideo Interview with Pavago Recruiter\nPractical Customer Support Scenario\nClient Interview with Support Leadership\nOffer & Background Verification\nApply Now\nIf you:\nEnjoy helping customers solve problems\nCommunicate clearly and professionally\nCan handle high-volume support without sacrificing quality\nStay calm and solutions-focused under pressure\nTake ownership and follow through until issues are resolved\nThis is a strong opportunity to build your career in customer service while supporting a growing U.S.-based business.\n#CustomerServiceRepresentative #CustomerService #CustomerSupport #CSR #RemoteJobs #Zendesk #CustomerExperience #ClientSupport #CallCenterJobs #RemoteWork #CustomerSuccess","description_format":"text","description_chars":6543,"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":"All levels","optional":false}]},"benefits":["Growth 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