NeoWork is hiring Customer Support Representatives to join dedicated support teams for U.S. clients in e-commerce, tech, and healthcare. You will be the first point of contact for customers, resolving questions over phone, chat, and email with patience, accuracy, and a friendly tone.
NeoWork is a global staffing and operations partner that builds dedicated remote teams for fast-growing U.S. companies. Our teammates work directly inside our clients' teams and tools, while NeoWork takes care of recruiting, HR, benefits, and ongoing support.
Key Responsibilities
• Respond to customer inquiries via phone, live chat, and email within defined service levels
• Troubleshoot account, order, billing, and product issues and resolve them on first contact whenever possible
• Escalate complex cases to the right team with clear, complete notes
• Document every interaction accurately in the client's CRM or helpdesk (e.g. Zendesk, Gorgias, Freshdesk)
• Identify recurring issues and share feedback to improve help articles and processes
• Meet quality, productivity, and customer satisfaction targets
Requirements
• 1+ year of experience in customer support, call center, or client-facing service roles
• Excellent spoken and written English
• Calm, empathetic, and solution-oriented communication style
• Comfortable using helpdesk, CRM, and ticketing tools
• Strong attention to detail and ability to multitask across channels
• Availability to work U.S. business hours
• Based in Jamaica, with a reliable home office setup and stable internet connection
Nice to Have
• Experience supporting U.S. customers
• Experience in e-commerce, SaaS, or healthcare support
Benefits
• We offer health insurance for contractors
• Holiday Extra Pay
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.
Handle routine customer inquiries in English and Spanish across phone, email, and live chat, assisting with accounts and troubleshooting, tracking follow-ups, updating CRM records, and escalating complex issues.
Provide fast, helpful, and empathetic customer support across email and phone, resolving inquiries, tracking follow-ups, escalating complex issues, and meeting service and satisfaction KPIs.
Support members throughout their financial journey by answering questions, setting up accounts, and providing empathetic guidance and solutions through phone and email.
Support members throughout their financial journey by answering questions, setting up accounts, and providing empathetic guidance and solutions through phone and email.
Support members throughout their financial journey by handling onboarding, account setup, and questions over phone and email, offering empathetic guidance and accurately documenting interactions.
