Customer Support Representative

Description
Neo Work 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.
Neo Work 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 Neo Work 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.