Remote Customer Support Specialist (US Hours)

NeoWork; México; Remote; MXN 452,000 - 678,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

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 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.

Skills

English fluency

Empathetic communication

Multi-channel support

CRM/helpdesk tools

Tools

Zendesk

Gorgias

Freshdesk

Job description

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.