About this role
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
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Respond to customer inquiries via phone, live chat, and email within defined service levels
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Troubleshoot account, order, billing, and product issues and resolve them on first contact whenever possible
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Escalate complex cases to the right team with clear, complete notes
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Document every interaction accurately in the client's CRM or helpdesk (e.g. Zendesk, Gorgias, Freshdesk)
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Identify recurring issues and share feedback to improve help articles and processes
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Meet quality, productivity, and customer satisfaction targets
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Requirements
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1+ year of experience in customer support, call center, or client-facing service roles
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Excellent spoken and written English
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Calm, empathetic, and solution-oriented communication style
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Comfortable using helpdesk, CRM, and ticketing tools
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Strong attention to detail and ability to multitask across channels
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Availability to work U.S. business hours
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Based in Jamaica, with a reliable home office setup and stable internet connection
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Nice to Have
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Experience supporting U.S. customers
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Experience in e-commerce, SaaS, or healthcare support
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Benefits
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We offer health insurance for contractors
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Holiday Extra Pay
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The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
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This is a 100% home-based position
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We prioritize the mental health of our team members and offer mental health days to support their well-being.
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In addition to the base salary, performance-based incentives are provided.
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There is an annual review and appraisal process in place.
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There are ample opportunities for professional growth and advancement within the company.