Remote Customer Success & Case Resolution Specialist

Pavago; Doha; Remote; QAR 218,000 - 328,000; Full time

Job summary

Pavago is hiring a Customer Support Specialist to own customer cases end-to-end, resolve issues quickly, and deliver a high-quality support experience. This role requires coordinating across teams and communicating clearly with customers.

You will manage billing inquiries, document issues in Salesforce, and help identify root causes to improve processes. The ideal candidate has 2+ years in support, strong English, and thrives in a fast-paced, team-based environment.

Qualifications

• 2+ years of experience in customer support, customer success, or service roles.
• Experience with CRM tools, preferably Salesforce.
• Strong experience in case management and issue resolution.
• Excellent written and verbal English communication.
• Strong analytical and problem-solving skills.
• High attention to detail in documentation.
• Ability to manage multiple cases simultaneously.
• Familiarity with billing or receivables processes.
• Organized, detail-oriented, and execution-focused.
• Ability to handle difficult situations with empathy and urgency.
• Ability to thrive in fast-paced, team-based environments.

Responsibilities

• Create and manage cases in Salesforce.
• Maintain clean, structured, and accurate records.
• Document issues, updates, and resolutions.
• Ensure full visibility across all customer interactions.
• Assess the urgency of incoming requests.
• Prioritize cases based on impact and SLA.
• Track case ownership and ensure steady progress.
• Respond to customers within 24 hours or less.
• Provide proactive updates throughout the case lifecycle.
• Communicate clearly through email, phone, and other channels.
• Work closely with service teams, installation teams, and receivables teams.
• Coordinate across departments to resolve issues quickly.
• Escalate issues when needed to avoid delays.
• Handle billing and invoice-related inquiries.
• Assist with resolving discrepancies.
• Support follow-ups on past-due accounts.
• Encourage customers to enroll in auto-billing.
• Investigate recurring issues and identify root causes.
• Document findings and recommend improvements.
• Help reduce repeat issues and inefficiencies.
• Confirm customer satisfaction before closing cases.
• Ensure every interaction is professional, clear, and positive.
• Encourage satisfied customers to leave reviews.

Skills

Salesforce

Case management

English communication

Analytical thinking

Documentation

Multitasking

Billing knowledge

Empathy under pressure

Fast-paced environment

Tools

CRM tools

Job description

Pavago is hiring a Customer Support Specialist to own customer cases end-to-end, resolve issues quickly, and deliver a high-quality support experience. This role requires coordinating across teams and communicating clearly with customers.

You will manage billing inquiries, document issues in Salesforce, and help identify root causes to improve processes. The ideal candidate has 2+ years in support, strong English, and thrives in a fast-paced, team-based environment.