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Open nowPosted 140 days ago

Customer Service Representative

Workable (global search)108,016 open roles

Where
United States
Work mode
Remote
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Your applicationOpen nowCustomer Service RepresentativeWorkable (global search) · United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 140 days ago

Workable (global search) median: 7 days open

The posting

Customer Service Representative (CSR) – Remote | Inbound Support, Tickets, Chat & Phone

Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours (flexibility for evenings/weekends based on shifts)

About the Role

We’re hiring a Customer Service Representative (CSR) to handle high-volume customer inquiries and deliver fast, high-quality support across channels.

This role is focused on:

  • Resolving issues quickly
  • Managing ticket queues efficiently
  • Maintaining strong customer experience

You’ll be the frontline voice of the company, ensuring every customer interaction is:

  • Clear
  • Professional
  • Resolved

What You’ll Own

Customer Support & Issue Resolution

  • Handle 50–100 daily tickets via:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
  • Respond across:
  • Phone
  • Email
  • Live chat
  • Social channels
  • Aim for first-contact resolution whenever possible
  • Escalate complex issues to Tier 2/technical teams

Ticket Management & SLA Ownership

  • Prioritize tickets based on urgency and SLA requirements
  • Maintain complete and accurate case notes
  • Monitor open tickets to ensure timely resolution
  • Keep backlog low and under control

Customer Communication

  • Communicate with empathy and professionalism
  • Ensure customers feel:
  • Heard
  • Understood
  • Supported
  • Handle high-volume workloads without compromising quality

Knowledge Base & Efficiency

  • Update internal knowledge base and FAQs
  • Create and refine:
  • Response templates
  • Macros
  • Improve resolution speed and consistency

Customer Feedback & Insights

  • Capture customer sentiment (CSAT, NPS)
  • Identify recurring issues and trends
  • Share insights with product/support teams

Collaboration & Escalation

  • Work closely with:
  • Product
  • Engineering
  • Operations
  • Ensure smooth resolution of complex cases
  • Provide feedback to improve systems and workflows

Compliance & Quality

  • Follow privacy and compliance standards (GDPR, HIPAA if applicable)
  • Maintain confidentiality of sensitive customer data
  • Ensure quality across all interactions

What Makes You a Strong Fit

  • You are patient, empathetic, and solution-oriented
  • You communicate clearly under pressure
  • You can handle high ticket volumes without losing quality
  • You are organized and disciplined with follow-ups
  • You adapt quickly across tools and workflows

Required Experience & Skills

  • 1–2 years in:
  • Customer support
  • Call center
  • Service roles
  • Experience with ticketing tools like:
  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
  • Strong typing and multitasking ability
  • Proficiency in:
  • Google Workspace
  • Microsoft Office
  • Excellent written and verbal English communication

Nice to Have

  • Multilingual support capability
  • Experience in:
  • SaaS
  • E-commerce
  • Healthcare
  • Finance
  • Familiarity with KPI-driven environments
  • Exposure to:
  • Chatbots
  • AI support tools

What a Typical Day Looks Like

  • Review and prioritize ticket queue
  • Respond to customer inquiries across channels
  • Resolve issues or escalate when needed
  • Update knowledge base and documentation
  • Capture feedback and identify trends
  • Clear backlog and ensure SLA compliance

In short: You ensure every customer issue is resolved quickly, clearly, and professionally.

Key Metrics (KPIs)

  • First Contact Resolution (FCR)
  • Average Handle Time (AHT) within SLA
  • CSAT / NPS scores (≥ 90% target)
  • Ticket backlog within SLA limits
  • Quality and consistency of responses

Why This Role Stands Out

  • High-volume, structured support environment
  • Clear KPIs and performance visibility
  • Cross-functional exposure (product, ops, engineering)
  • Opportunity to grow into senior support or CX roles
  • Remote flexibility with defined workflows

Interview Process

  • Initial Phone Screen
  • Video Interview with Pavago Recruiter
  • Practical Task (simulate support tickets)
  • Client Interview
  • Offer & Background Verification

Apply Now

If you:

  • Enjoy helping customers
  • Thrive in fast-paced support environments
  • Can handle high volume with consistency

This role is a strong fit.

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