{"id":2864087,"url":"https://alion.io/job/pavago-customer-service-representative-20","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":["HN"],"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":"2026-10-19T17:06:36Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-22T22:42:58Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Customer Service Representative (CSR)\nCustomer Support | Phone, Email & Live Chat | Remote Support\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 deliver fast, professional, and empathetic customer support across phone, email, live chat, and ticketing systems.\nThis is a customer-facing support role designed for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping customers solve problems.\nYou will serve as the frontline voice of the company, ensuring customers receive timely support, accurate resolutions, and an exceptional experience throughout every interaction.\nIf you’re calm under pressure, organized, solutions-oriented, and committed to delivering outstanding customer service, this role is a great fit.\nWhat You’ll Own\nCustomer Support & Issue Resolution\nRespond to inbound customer inquiries via:\nPhone\nEmail\nLive Chat\nSupport Tickets\nResolve customer concerns professionally and efficiently.\nTroubleshoot common issues and escalate complex cases when appropriate.\nDeliver positive customer experiences that build trust and satisfaction.\nBalance multiple conversations while maintaining high service quality.\nTicket & Case Management\nManage support requests using platforms such as:\nZendesk\nFreshdesk\nHelp Scout\nSalesforce Service Cloud\nPrioritize tickets based on urgency and service-level agreements (SLAs).\nDocument customer interactions accurately within support systems.\nMonitor open cases and ensure timely follow-up through resolution.\nMaintain organized and audit-ready customer support records.\nCustomer Experience & Communication\nCommunicate professionally and empathetically across all channels.\nDe-escalate challenging customer situations with patience and professionalism.\nMaintain a customer-first mindset throughout every interaction.\nCapture customer feedback and identify recurring issues.\nEnsure customers remain informed throughout the resolution process.\nKnowledge Base & Process Improvement\nUpdate FAQs, knowledge base articles, and response templates.\nImprove support macros and communication workflows.\nIdentify recurring issues and recommend process improvements.\nShare customer insights with internal teams to improve overall service quality.\nCross-Functional Collaboration\nCollaborate with:\nOperations\nBilling\nTechnical Support\nProduct Teams\nCoordinate escalations efficiently.\nFollow company procedures, documentation standards, and privacy policies.\nRequirements\nMust-Have Qualifications\nExperience\n1-2+ years of experience in:\nCustomer Service\nCustomer Support\nCall Center\nClient-Facing Support\nTechnical Skills\nExperience using customer support platforms such as:\nZendesk\nFreshdesk\nHelp Scout\nSalesforce Service Cloud\nProficiency with:\nGoogle Workspace\nMicrosoft Office\nComfortable working in high-volume customer support environments.\nReliable internet connection and professional remote workspace.\nCommunication Skills\nExcellent written and verbal English communication skills.\nProfessional, empathetic, and customer-focused communication style.\nStrong multitasking and organizational abilities.\nAbility to manage difficult customer situations with professionalism.\nNice-to-Have\nExperience supporting U.S.-based customers.\nBackground in:\nSaaS\nE-commerce\nHealthcare\nFinance\nService-Based Businesses\nExperience working in KPI-driven support environments.\nFamiliarity with:\nLive Chat Systems\nSupport Automation Tools\nMultilingual communication skills.\nTools & Platforms\nZendesk\nFreshdesk\nHelp Scout\nSalesforce Service Cloud\nGoogle Workspace\nMicrosoft Office\nLive Chat & Ticketing Platforms\nWhat Makes You a Strong Fit\nYou genuinely enjoy helping customers solve problems.\nYou remain calm and professional under pressure.\nYou communicate clearly across phone, email, and chat.\nYou can manage high ticket volumes without sacrificing quality.\nYou’re organized, detail-oriented, and reliable.\nYou take ownership of customer concerns until they are fully resolved.\nWhat a Typical Day Looks Like\nReview and prioritize inbound customer inquiries.\nRespond to customers via phone, email, and live chat.\nTroubleshoot issues and coordinate escalations when needed.\nUpdate ticketing systems with accurate notes and documentation.\nFollow up on unresolved cases until completion.\nIdentify recurring customer issues and suggest improvements.\nIn short: You provide fast, professional, and solutions-focused customer support that strengthens customer satisfaction and long-term loyalty.\nKey Metrics for Success (KPIs)\nFirst Contact Resolution (FCR)\nCustomer Satisfaction (CSAT)\nNet Promoter Score (NPS)\nAverage Response Time\nSLA Compliance\nTicket Resolution Time\nDocumentation Accuracy\nQuality Assurance (QA) Scores\nWhy Join Us?\nFully remote opportunity with U.S. business hours.\nMake a direct impact on customer experience and retention.\nCollaborative, supportive, and structured work environment.\nWork with modern customer support platforms and tools.\nCareer growth opportunities into:\nCustomer Success Specialist\nTeam Lead\nOperations Support\nClient Experience Manager\nInterview Process\nInitial Phone Screen\n Spark Hire Intro Video (3-5 minutes)\nPractical Assessment (Customer Support Scenarios / Simulated Tickets)\nClient Interview\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 next 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 the hiring team evaluate your communication style early, making future interviews more meaningful while 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 an experienced Customer Service Representative who enjoys helping people, solving problems, and delivering exceptional customer experiences, we’d love to hear from you. Apply today and become a valued part of a growing remote support team where your communication, professionalism, and customer-first mindset will make a real impact.","description_format":"text","description_chars":6561,"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":"Honduras","iso":"HN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-10-19T17:06:36Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.417,"p_room":1,"age_days":2,"expected_fill_days":33,"reasons":["conf:10","stale_co","evergreen","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/pavago-customer-service-representative-20","json_url":"https://alion.io/job/pavago-customer-service-representative-20.json","meta":{"generated_at":"2026-10-23T01:35:23Z","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":2637,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"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-20"},{"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-20"},{"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-20"},{"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-20\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpavago-customer-service-representative-20"}]}