Customer Support Representative
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 within our clients' teams and tools, while NeoWork handles 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 Colombia, 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.
Skills
As published by workable
First name, Last name, Email, Headline, Nickname, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter, What is your desired salary?, What is your electrical company?, What is your internet provider?, Do you have a back-up internet?, Do you have any plans to continue your studies in the next 12 months?, Please include a 1–2 minute video introduction using https://www.loom.com and paste the link in your application. This is a required step, as we use Loom regularly across our team. We kindly ask that the video be submitted at the same time as your application. If you are not ready to record your introduction yet, we encourage you to apply at a later date. Applications submitted without a video introduction will be declined, unfortunately, and we want to be respectful of your time and effort., How did you find out about this role?, For referrals, please indicate the person who referred you, As we have a diverse team working in different regions, please put here a WhatsApp or Viber number so we can easily contact you regarding updates on your application. e.g. WhatsApp (+639 12345678)