Customer Service Representative

Description

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 and 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, and operations teams
• Provide insights to improve customer experience and product quality

Compliance & quality

• Ensure compliance with GDPR and 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, or 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 and 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 and AI-powered support tools

Tools you’ll use

• Zendesk / Freshdesk / Salesforce Service Cloud
• Email and 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 recruiter
• Practical task (handle sample tickets)
• Client interview
• Offer and background verification

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.