Customer Service Representative

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, empatheti