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
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
Operations teams

Provide insights to improve customer experience and product quality

Compliance & Quality

Ensure compliance with:

GDPR
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
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
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
AI-powered support tools

Tools You’ll Use

Zendesk / Freshdesk / Salesforce Service Cloud
Email & 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.

Customer Service Representative