Customer Service Representative (CSR)

Location: Peru; remote work during U.S. client business hours

Company

hirify.global is recruiting for a growing U.S.-based business that requires customer support services.

What you will do

• Handle inbound customer inquiries by phone, email, live chat, and support tickets.
• Troubleshoot issues, resolve requests on the first interaction when possible, and escalate complex cases with complete context.
• Create, prioritize, update, and follow up on tickets using platforms such as Zendesk, Freshdesk, Help Scout, or Salesforce Service Cloud.
• Communicate solutions clearly, manage expectations, and de-escalate frustrated customers.
• Update FAQs, response templates, macros, and support documentation based on recurring issues and customer feedback.
• Coordinate cases with Operations, Billing, Product, Technical Support, and Customer Success teams.

Requirements

• 1–2+ years of experience in customer service, customer support, call center operations, or another client-facing role.
• Strong written and spoken English and availability during U.S. client business hours.
• Experience with customer support or ticketing platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout.
• Strong problem-solving, troubleshooting, multitasking, organization, and documentation skills.
• Proficiency with Google Workspace and/or Microsoft Office.
• Reliable high-speed internet and a professional remote work setup; ability to work independently.

Nice to have

• Experience supporting U.S.-based customers.
• Experience in KPI- or SLA-driven support environments.
• Familiarity with live chat and support automation tools.
• Multilingual communication skills.
• Experience in SaaS, e-commerce, healthcare, finance, professional services, home services, billing, or account-related support.

Culture & Benefits

• Fully remote work environment.
• Direct ownership of customer satisfaction, retention, and issue resolution.
• Exposure to modern support and ticketing platforms.
• Opportunities to strengthen communication and problem-solving skills.
• Growth paths into Senior Customer Service Representative, Customer Support Team Lead, Customer Success, Client Experience, or Operations Support.

Hiring process

• Initial phone screen.
• Spark Hire introduction video and video interview with a hirify.global recruiter.
• Practical customer support scenario, client interview with support leadership, offer, and background verification.