{"id":3053652,"url":"https://alion.io/job/neowork-customer-support-representative-3","title":"Customer Support Representative","company":{"id":5676,"name":"NeoWork","domain":"neowork.com","url":"https://alion.io/company/neowork","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":152,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T03:47:50Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"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.\nNeoWork 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.\nKey Responsibilities\nRespond to customer inquiries via phone, live chat, and email within defined service levels\nTroubleshoot account, order, billing, and product issues and resolve them on first contact whenever possible\nEscalate complex cases to the right team with clear, complete notes\nDocument every interaction accurately in the client's CRM or helpdesk (e.g. Zendesk, Gorgias, Freshdesk)\nIdentify recurring issues and share feedback to improve help articles and processes\nMeet quality, productivity, and customer satisfaction targets\nRequirements\n1+ year of experience in customer support, call center, or client-facing service roles\nExcellent spoken and written English\nCalm, empathetic, and solution-oriented communication style\nComfortable using helpdesk, CRM, and ticketing tools\nStrong attention to detail and ability to multitask across channels\nAvailability to work U.S. business hours\nBased in Mexico, with a reliable home office setup and stable internet connection\nNice to Have\nExperience supporting U.S. customers\nExperience in e-commerce, SaaS, or healthcare support\nFluency in Spanish\nBenefits\nWe offer health insurance for contractors\nHoliday Extra Pay\nThe work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.\nThis is a 100% home-based position\nWe prioritize the mental health of our team members and offer mental health days to support their well-being.\nIn addition to the base salary, performance-based incentives are provided.\nThere is an annual review and appraisal process in place.\nThere are ample opportunities for professional growth and advancement within the 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