Customer Support Representative

NeoWork; México; A distancia; MXN 452.000 - 678.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance for contractors

Holiday extra pay

Remote work model with flexible US-alg

Mental health days

Performance-based incentives

Annual review and appraisal

Growth opportunities

Descripción de la vacante

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.

This is a 100% remote role based in Mexico, aligned with U.S. business hours. Bring 1+ year of experience and excellent English to help customers and contribute to continuous service improvements.

Formación

• 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.

Responsabilidades

• 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 when possible.
• Escalate complex cases with clear, complete notes.
• Document interactions in the client’s CRM or helpdesk (e.g., Zendesk, Gorgias, Freshdesk).
• Identify recurring issues and share feedback to improve articles and processes.
• Meet quality, productivity, and customer satisfaction targets.

Conocimientos

English fluency

Empathetic communication

Multi-channel support

CRM/helpdesk tools

Herramientas

Zendesk

Gorgias

Freshdesk

Descripción del empleo

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