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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.
