{"id":2740497,"url":"https://alion.io/job/pavago-customer-service-representative-19","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":194,"ghost_share":0,"stale_share":0.985,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-10-26T05:57:25Z"}},"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":"inferred","locations":[],"countries":[],"hiring_countries":["BZ"],"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":"2026-10-16T20:37:59Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-26T22:54:10Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Customer Service Representative (CSR) - Remote\nCustomer Support | Phone | Email | Live Chat | Ticketing Systems\nPosition Type: Full-Time, Remote\nWorking Hours: U.S. Client Business Hours\nAbout the Role\nAt Pavago, we’re hiring on behalf of one of our clients for a Customer Service Representative (CSR) to deliver exceptional customer support across phone, email, live chat, and ticketing platforms.\nThis is a customer-first role where you’ll be responsible for:\nResolving customer inquiries\nManaging support tickets\nTroubleshooting issues\nMaintaining customer satisfaction\nDelivering timely, professional communication\nYou’ll serve as the frontline voice of the company, ensuring every customer receives a positive, solutions-focused experience while helping strengthen customer loyalty and retention.\nIf you enjoy helping people, solving problems, and working in a fast-paced support environment, this role is a strong fit.\nWhat You’ll Own\nCustomer Support & Issue Resolution\nHandle inbound customer inquiries through:\nPhone\nEmail\nLive chat\nSupport tickets\nResolve customer concerns professionally and efficiently.\nTroubleshoot common issues and escalate complex cases when necessary.\nDeliver timely, high-quality customer support.\nManage multiple customer conversations while maintaining service quality.\nTicket & Case Management\nManage customer support tickets using platforms such as:\nZendesk\nFreshdesk\nHelp Scout\nSalesforce Service Cloud\nPrioritize cases based on:\nUrgency\nSLA requirements\nBusiness impact\nMaintain accurate documentation of:\nCustomer interactions\nTroubleshooting steps\nCase resolutions\nMonitor open cases through completion.\nCustomer Experience & Communication\nCommunicate clearly and professionally across all support channels.\nDe-escalate challenging customer situations with empathy and professionalism.\nBuild trust through proactive communication and consistent follow-up.\nCapture customer feedback and identify recurring support trends.\nMaintain a customer-first approach in every interaction.\nKnowledge Base & Process Improvement\nMaintain and update:\nFAQs\nInternal knowledge base articles\nSupport documentation\nImprove:\nResponse templates\nSupport macros\nWorkflow documentation\nShare recurring customer issues and improvement recommendations with internal teams.\nCross-Functional Collaboration\nWork closely with:\nOperations\nBilling\nTechnical Support\nProduct teams\nCoordinate escalations and ensure smooth issue resolution.\nFollow company policies, documentation standards, and privacy requirements.\nRequirements\nMust-Have Qualifications\n1-2 years of experience in:\nCustomer Service\nCustomer Support\nCall Center\nClient-facing roles\nExperience using customer support platforms such as:\nZendesk\nFreshdesk\nSalesforce Service Cloud\nHelp Scout\nStrong written and verbal English communication skills.\nExcellent multitasking and organizational skills.\nAbility to manage high ticket volumes while maintaining quality.\nProficiency with:\nGoogle Workspace\nMicrosoft Office\nReliable internet connection and professional remote workspace.\nNice to Have\nExperience supporting U.S.-based customers.\nBackground in:\nSaaS\nE-commerce\nHealthcare\nFinance\nService-based businesses\nFamiliarity with:\nLive chat platforms\nCustomer support automation tools\nKPI-driven support environments\nMultilingual communication skills.\nWhat Makes You a Strong Fit\nYou genuinely enjoy helping customers and solving problems.\nYou remain calm under pressure.\nYou communicate clearly and professionally.\nYou manage multiple priorities efficiently.\nYou are detail-oriented and highly organized.\nYou take ownership of customer issues until they are fully resolved.\nWhat a Typical Day Looks Like\nReview and prioritize incoming support tickets.\nRespond to customers via phone, email, and live chat.\nTroubleshoot customer issues and coordinate escalations.\nDocument customer interactions and update support records.\nFollow up on unresolved cases.\nIdentify recurring issues and recommend service improvements.\nIn short: You deliver fast, professional, and solution-oriented customer support that strengthens customer satisfaction, loyalty, and retention.\nKey Metrics for Success (KPIs)\nFirst Contact Resolution (FCR)\nCustomer Satisfaction (CSAT)\nNet Promoter Score (NPS)\nAverage response time\nAverage resolution time\nSLA compliance\nTicket quality and documentation accuracy\nQuality assurance (QA) performance\nWhy Join Us?\nHigh-impact customer-facing role.\nOpportunity to strengthen customer experience operations.\nExposure to modern customer support platforms and workflows.\nFully remote work environment.\nCareer growth opportunities into:\nSenior Customer Support Representative\nCustomer Success Specialist\nTeam Lead\nOperations Support\nInterview Process\nInitial Phone Screen\nVideo Interview with Pavago Recruiter\nPractical Assessment (Customer Support Scenarios or Simulated Tickets)\nClient Interview with Support Leadership\nOffer & Background Verification\nWhat Happens After You Apply\nRight after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video is the final step that completes your application and can be recorded whenever it’s convenient for you.\nInstead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. This helps hiring managers evaluate your communication style early, making future interviews more meaningful and reducing unnecessary interview rounds.\nDon’t overthink it-you can record your video as many times as you’d like before submitting it. Only your final submission will be reviewed.\nPlease keep an eye on both your inbox and spam folder for your Spark Hire invitation after submitting your application.\nApply Now\nIf you’re passionate about helping customers, thrive in fast-paced support environments, and take pride in delivering outstanding service, we’d love to hear from you. Apply today and help create exceptional customer experiences every day.","description_format":"text","description_chars":6008,"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":["Growth opportunities"],"hiring_locations":[{"name":"Belize","iso":"BZ","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-10-16T20:37:59Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.417,"p_room":1,"age_days":9,"expected_fill_days":34,"reasons":["conf:1","stale_co","evergreen","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/pavago-customer-service-representative-19","json_url":"https://alion.io/job/pavago-customer-service-representative-19.json","meta":{"generated_at":"2026-10-26T23:08:23Z","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":31454,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-19"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-19"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-19"},{"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-19\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpavago-customer-service-representative-19"}]}