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 Mexico, 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
• Fluency in Spanish
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.
Provide first-level technical support to customers using a maritime SaaS platform, resolve queries across communication channels, coordinate escalations, and help ensure partner compliance through KYC screening.
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.
Handle inbound calls for a range of businesses, helping callers with empathy, taking and delivering accurate messages, booking appointments, and transferring calls while providing polished, client-focused service.
Handle customer questions across phone, email, and chat, troubleshoot issues, process orders and returns, and escalate unresolved concerns while helping improve customer service processes.
Provides Tier 1 support by responding to customer calls, emails, and chats, troubleshooting product issues, educating users, and documenting interactions while escalating technical issues when needed.
