Job Title: Customer Service Representative (CSR) Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for evenings/weekends depending on client support needs. About the Role: Our client is seeking a Customer Service Representative (CSR) to manage inbound customer inquiries, resolve issues, and deliver a positive service experience across phone, email, and chat channels. This role requires empathy, professionalism, and the ability to handle high ticket volumes while maintaining service level agreements (SLAs). CSRs are the frontline voice of the company, ensuring every customer feels heard, supported, and satisfied. Responsibilities: Customer Interaction & Resolution: - Handle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout. - Respond to inquiries across channels (phone, email, live chat, social media). - Resolve issues on the first touch whenever possible; escalate complex cases to Tier 2 or technical teams. Knowledge Management: - Update internal knowledge bases and FAQs with common solutions. - Create and maintain response macros and templates to improve efficiency. Ticket Management: - Prioritize cases by urgency and SLA requirements. - Document all interactions in the ticketing system with complete notes. - Track and monitor open tickets to ensure closure within SLA. Customer Satisfaction & Feedback: - Maintain professional, empathetic communication in all interactions. - Capture customer sentiment (CSAT, NPS surveys) and log feedback. - Identify recurring issues and flag trends to product/support leadership. Collaboration: - Partner with product, operations, and engineering to resolve complex issues. - Provide customer insights to inform product improvements. Compliance & Quality: - Ensure support interactions meet company standards for privacy (GDPR, HIPAA if relevant). - Maintain confidentiality when handling sensitive data. What Makes You a Perfect Fit: - Patient, empathetic, and solutions-focused. - Excellent written and verbal communication skills. - Comfortable managing high-volume workloads while maintaining quality. - Resilient under pressure and adaptable across industries. Required Experience & Skills (Minimum): - 1–2 years in customer service, call center, or support roles. - Experience with at least one ticketing platform (Zendesk, Freshdesk, Salesforce Service Cloud). - Strong typing and multitasking skills. - Proficiency with Microsoft Office/Google Workspace. Ideal Experience & Skills: - Multilingual support capability. - Industry experience in SaaS, e-commerce, healthcare, or finance. - Familiarity with KPI-driven support environments. - Exposure to support automation (chatbots, AI-driven help tools). What Does a Typical Day Look Like? A CSR’s day revolves around resolving customer issues quickly and professionally. You will: - Start by reviewing overnight tickets, prioritizing urgent cases. - Respond to customer inquiries across phone, email, and chat, aiming for first-touch resolution. - Update knowledge bases as new recurring issues are identified. - Collaborate with technical or Tier 2 teams to resolve escalated tickets. - Capture customer sentiment and escalate negative experiences for follow-up. - End the day by clearing your queue, ensuring tickets are resolved or handed off with complete documentation. In essence: you ensure every customer interaction ends with clarity, professionalism, and resolution. Key Metrics for Success (KPIs): - First Contact Resolution (FCR) rate. - Average Handle Time (AHT) within SLA targets. - CSAT/NPS scores (target ≥ 90%+ satisfaction). - Ticket backlog minimized and resolved within SLA. - Positive feedback from supervisors and customers. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., handle 3 simulated tickets via email/chat) - Client Interview with Support/Operations Leadership - Offer & Background Verification

Job Title: Customer Service Representative (CSR) Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for evenings/weekends depending on client support needs. About the Role: Our client is seeking a Customer Service Representative (CSR) to manage inbound customer inquiries, resolve issues, and deliver a positive service experience across phone, email, and chat channels. This role requires empathy, professionalism, and the ability to handle high ticket volumes while maintaining service level agreements (SLAs). CSRs are the frontline voice of the company, ensuring every customer feels heard, supported, and satisfied. Responsibilities: Customer Interaction & Resolution: - Handle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout. - Respond to inquiries across channels (phone, email, live chat, social media). - Resolve issues on the first touch whenever possible; escalate complex cases to Tier 2 or technical teams. Knowledge Management: - Update internal knowledge bases and FAQs with common solutions. - Create and maintain response macros and templates to improve efficiency. Ticket Management: - Prioritize cases by urgency and SLA requirements. - Document all interactions in the ticketing system with complete notes. - Track and monitor open tickets to ensure closure within SLA. Customer Satisfaction & Feedback: - Maintain professional, empathetic communication in all interactions. - Capture customer sentiment (CSAT, NPS surveys) and log feedback. - Identify recurring issues and flag trends to product/support leadership. Collaboration: - Partner with product, operations, and engineering to resolve complex issues. - Provide customer insights to inform product improvements. Compliance & Quality: - Ensure support interactions meet company standards for privacy (GDPR, HIPAA if relevant). - Maintain confidentiality when handling sensitive data. What Makes You a Perfect Fit: - Patient, empathetic, and solutions-focused. - Excellent written and verbal communication skills. - Comfortable managing high-volume workloads while maintaining quality. - Resilient under pressure and adaptable across industries. Required Experience & Skills (Minimum): - 1–2 years in customer service, call center, or support roles. - Experience with at least one ticketing platform (Zendesk, Freshdesk, Salesforce Service Cloud). - Strong typing and multitasking skills. - Proficiency with Microsoft Office/Google Workspace. Ideal Experience & Skills: - Multilingual support capability. - Industry experience in SaaS, e-commerce, healthcare, or finance. - Familiarity with KPI-driven support environments. - Exposure to support automation (chatbots, AI-driven help tools). What Does a Typical Day Look Like? A CSR’s day revolves around resolving customer issues quickly and professionally. You will: - Start by reviewing overnight tickets, prioritizing urgent cases. - Respond to customer inquiries across phone, email, and chat, aiming for first-touch resolution. - Update knowledge bases as new recurring issues are identified. - Collaborate with technical or Tier 2 teams to resolve escalated tickets. - Capture customer sentiment and escalate negative experiences for follow-up. - End the day by clearing your queue, ensuring tickets are resolved or handed off with complete documentation. In essence: you ensure every customer interaction ends with clarity, professionalism, and resolution. Key Metrics for Success (KPIs): - First Contact Resolution (FCR) rate. - Average Handle Time (AHT) within SLA targets. - CSAT/NPS scores (target ≥ 90%+ satisfaction). - Ticket backlog minimized and resolved within SLA. - Positive feedback from supervisors and customers. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., handle 3 simulated tickets via email/chat) - Client Interview with Support/Operations Leadership - Offer & Background Verification

Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification

Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification