Customer Service Representative (CSR) – Remote | Zendesk, Freshdesk, Salesforce Support | U.S. Hours Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (flexibility for evenings/weekends based on client needs)

About the Role We’re hiring a Customer Service Representative (CSR) to handle high-volume customer support across phone, email, and chat .
You’ll be the frontline voice of the company , responsible for:
Resolving customer issues quickly
Delivering a positive support experience
Maintaining strong communication under pressure
If you’re someone who is empathetic, organized, and thrives in fast-paced environments , this role is for you.

What You’ll Own Customer Interaction & Issue Resolution Handle 50–100 daily support tickets using platforms like:
Zendesk
Freshdesk
Salesforce Service Cloud
Respond via:
Phone
Email
Live chat
Social channels
Aim for first-contact resolution (FCR)
Escalate complex issues to Tier 2 or technical teams

Ticket & SLA Management Prioritize tickets based on urgency and SLA requirements
Track and manage open cases to ensure timely resolution
Document all interactions clearly in the system
Maintain organized and complete ticket records

Knowledge Base & Efficiency Update internal knowledge bases and FAQs
Create and improve:
Response templates
Macros
Help reduce repetitive tickets through better documentation

Customer Experience & Feedback Communicate with empathy and professionalism
Capture customer feedback (CSAT, NPS)
Identify recurring issues and flag trends




Escalate negative experiences for quick resolution

Collaboration Work closely with:
Product
Engineering
Operations teams
Provide insights to improve customer experience and product quality

Compliance & Quality Ensure compliance with:
GDPR
HIPAA (if applicable)
Maintain confidentiality when handling customer data
Follow quality standards for all interactions

What Success Looks Like High first-contact resolution rates
Fast response and resolution within SLA
Strong customer satisfaction (CSAT ≥ 90%)
Clean, organized ticket management
Positive feedback from customers and leadership

What Makes You a Strong Fit Patient, empathetic, and customer-focused
Strong communicator (written and verbal)
Comfortable handling high ticket volumes
Organized and detail-oriented
Resilient under pressure
Adaptable across different industries and customer types

Requirements (Must-Have) Experience 1–2+ years in:
Customer service
Call center
Support roles
Experience using at least one platform:
Zendesk
Freshdesk
Salesforce Service Cloud

Skills Strong typing and multitasking ability
Excellent written and verbal English
Proficiency with:




Microsoft Office
Google Workspace
Ability to manage multiple tickets and priorities simultaneously

Nice to Have Multilingual support experience
Industry exposure:
SaaS
E-commerce
Healthcare
Finance
Experience in KPI-driven environments
Familiarity with:
Chatbots
AI-powered support tools

Tools You’ll Use Zendesk / Freshdesk / Salesforce Service Cloud
Email & chat systems
Knowledge base tools
Internal collaboration platforms

What a Typical Day Looks Like Review and prioritize incoming tickets
Respond to customer inquiries across channels
Resolve issues or escalate when needed
Update knowledge base with new solutions
Collaborate with internal teams on complex cases
Track feedback and improve support quality
Clear or update ticket queue before end of day
In short:
You ensure every customer interaction ends with clarity, professionalism, and resolution.

Key Metrics (KPIs) First Contact Resolution (FCR)
Average Handle Time (AHT)
CSAT / NPS scores (target ≥ 90%)
SLA adherence
Ticket backlog management

Interview Process Initial Phone Screen
Video Interview with Pavago Recruiter
Practical Task (handle sample tickets)
Client Interview
Offer & Background Verification

Apply Now If you’re a customer-first professional who can handle volume without compromising quality , we’d love to hear from you.
Apply now and become the voice that delivers exceptional customer experiences every day.

📌 Customer Service Representative (Ciudad de México)
🏢 Pavago
📍 Ciudad de México