Customer Service Representative

Customer Service Representative (CSR) - Remote Customer Support | Zendesk | Email, Chat & Phone Support Position Type: Full-Time, Remote Working Hours: U.S. Client Business Hours About the Role We re hiring for our client, a growing U.S.-based company, seeking a Customer Service Representative (CSR) to support customers across phone, email, chat, and ticketing platforms while delivering fast, professional, and empathetic service experiences. This is a customer-facing support role for someone who thrives in fast-paced environments, communicates clearly under pressure, and genuinely enjoys helping people solve problems. You ll serve as the frontline voice of the company - handling inbound inquiries, resolving issues efficiently, documenting interactions accurately, and ensuring every customer feels heard and supported. The ideal candidate is organized, patient, solutions-oriented, and comfortable managing high ticket volumes while maintaining strong customer satisfaction scores and response times. What You ll Own Customer Support & Issue Resolution • Handle inbound customer inquiries across phone, email, chat, and support tickets • Resolve customer issues quickly while maintaining professionalism and empathy • Troubleshoot common customer concerns and escalate complex cases when necessary • Deliver high-quality support experiences that build customer trust and satisfaction • Maintain fast response times while balancing multiple conversations and priorities Ticket & Case Management • Manage support tickets using platforms such as: • Zendesk • Freshdesk • Help Scout • Salesforce Service Cloud • Prioritize urgent issues based on SLAs and business impact • Document customer interactions clearly and accurately within the ticketing system • Monitor open tickets and ensure proper follow-up until resolution Customer Experience & Communication • Communicate clearly, professionally, and empathetically across all support channels • De-escalate frustrated customer situations calmly and effectively • Capture customer feedback and identify recurring issues or service gaps • Maintain a customer-first mindset throughout every interaction Knowledge Base & Process Support • Update internal knowledge bases, FAQs, and support documentation • Create and improve response templates and support macros • Identify recurring support trends and suggest process improvements • Support internal teams by sharing customer insights and recurring issues Collaboration & Operations Support • Work closely with operations, product, billing, or technical teams to resolve escalated issues • Ensure accurate handoffs for unresolved cases • Maintain compliance with company policies, privacy standards, and documentation requirements What Makes You a Great Fit • You genuinely enjoy helping customers and solving problems • You stay calm and professional under pressure • You communicate clearly and confidently across phone, email, and chat • You can manage high ticket volumes without sacrificing quality • You are organized, detail-oriented, and reliable with follow-through • You take ownership of customer issues until they are resolved Required Experience & Skills • 1-2 years of experience in customer service, support, call center, or client-facing roles • Experience using ticketing or customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud • Strong written and verbal English communication skills • Strong multitasking and organizational abilities • Comfortable handling high-volume support environments • Proficiency with Google Workspace or Microsoft Office tools • Reliable internet connection and professional remote work setup Preferred Experience • Experience supporting U.S.-based customers • Background in SaaS, e-commerce, healthcare, finance, or service-based industries • Experience working in KPI-driven support environments • Familiarity with live chat systems and support automation tools • Multilingual communication skills are a plus What a Typical Day Looks Like A Customer Service Representative s day revolves around resolving customer concerns quickly and professionally. You will: • Review and prioritize inbound support tickets and customer inquiries • Respond to customers via phone, email, and chat throughout the day • Troubleshoot issues and coordinate with internal teams when escalation is needed • Document customer interactions and maintain accurate records in the support system • Follow up on unresolved cases to ensure completion and customer satisfaction • Identify recurring customer concerns and contribute ideas for service improvement In short: you ensure customers receive fast, professional, and solutions-focused support that strengthens trust and satisfaction. Key Metrics for Success (KPIs) • First Contact Resolution (FCR) rate • Customer Satisfaction (CSAT) and NPS scores • Average Response Time and SLA compliance • Ticket resolution speed a...