Customer Service Representative (CSR)

Location: El Salvador; remote, with availability during U.S. business hours

Company

hirify.global is hiring for a growing U.S.-based client seeking customer support professionals.

What you will do

• Handle inbound customer inquiries through phone, email, live chat, and support tickets.
• Resolve customer questions, troubleshoot common issues, and escalate complex cases.
• Manage ticket priorities, SLAs, customer records, follow-ups, and case closure.
• Communicate progress clearly and maintain a consistent, empathetic brand voice.
• Maintain FAQs, templates, and knowledge-base articles while identifying recurring issues and process improvements.
• Collaborate with operations, billing, product, and technical teams on escalations and internal handoffs.

Requirements

• 1–2+ years of experience in customer service, customer support, call center support, or another client-facing role.
• Experience with a customer support or ticketing platform such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
• Excellent written and verbal English communication skills.
• Comfort providing support through phone, email, and live chat while managing multiple conversations.
• Strong troubleshooting, organizational, multitasking, and documentation skills.
• Availability during U.S. business hours and a reliable high-speed internet connection with a professional remote-work setup.

Nice to have

• Experience supporting U.S.-based customers.
• Background in SaaS, e-commerce, healthcare, finance, or service-based businesses.
• Experience in high-volume support or call center environments.
• Familiarity with support automation, live-chat tools, knowledge bases, or support documentation.
• Multilingual communication skills.

Culture & Benefits

• Fully remote working environment.
• Work directly with customers of a growing U.S.-based company.
• Hands-on experience across phone, email, chat, and ticket-based support.
• Collaboration with operations, billing, product, and technical teams.
• Potential career progression into Senior CSR, Customer Success, QA, Team Lead, or Customer Support Operations roles.

Hiring process

• Initial phone screen followed by a video interview with a hirify.global recruiter.
• Practical customer support task and client interview.
• Offer and background verification, followed by a Spark Hire introductory video submission.