Customer Service Representative (CSR) (Zendesk, Freshdesk, Salesforce Support)

TL;DR

Customer Service Representative (CSR) (Zendesk, Freshdesk, Salesforce Support): Handling high-volume customer support across phone, email, and chat with an accent on first-contact resolution (FCR), SLA-driven ticket prioritization, and maintaining accurate ticket documentation. Focus on resolving issues quickly, updating knowledge bases and macros to reduce repetitive tickets, and escalating complex cases to Tier 2/technical teams while tracking CSAT/NPS and quality/compliance requirements.

Company

Customer support role at hirify.global.

What you will do

• Handle 50–100 daily support tickets via Zendesk, Freshdesk, and Salesforce Service Cloud across phone, live chat, and email (including social channels).
• Resolve customer issues with first-contact resolution (FCR); escalate complex cases to Tier 2 or technical teams.
• Manage ticket queues and SLAs: prioritize by urgency, track open cases, and keep ticket records complete and organized.
• Improve support efficiency by updating knowledge bases/FAQs and creating response templates and macros.
• Collect and act on customer feedback (CSAT/NPS), identify recurring issues, and escalate negative experiences for fast resolution.
• Collaborate with Product, Engineering, and Operations to share insights that improve customer experience and product quality.

Requirements

• 1–2+ years of experience in customer service, call center, or support roles.
• Hands-on experience with at least one of: Zendesk, Freshdesk, or Salesforce Service Cloud.
• Excellent written and verbal English.
• Strong typing, multitasking, and ability to manage multiple tickets and priorities simultaneously.
• Proficiency with Microsoft Office and Google Workspace.
• Ability to work U.S. business hours with flexibility for evenings/weekends based on client needs.

Nice to have

• Multilingual support experience.
• Industry exposure (SaaS, e-commerce, healthcare, finance) and experience in KPI-driven environments.
• Familiarity with chatbots and AI-powered support tools.

Culture & Benefits

• Full-time remote position.
• U.S. business hours schedule with flexibility for evenings/weekends depending on client needs.
• Clear success metrics: FCR, AHT, CSAT/NPS (target ≥ 90%), SLA adherence, and backlog management.
• Quality and compliance focus, including confidentiality and applicable GDPR/HIPAA requirements.

Hiring process

• Initial phone screen.
• Video interview with a hirify.global recruiter, followed by a practical task (sample tickets) and a client interview.
• Offer and background verification.

Location: Remote