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.