NeoWork is seeking a Customer Support Specialist (Non-Voice) to support a fast-growing, design-driven consumer brand in the home air-care industry. This role focuses on delivering high-quality customer support through email and live chat for multi-SKU hardware products including window AC units, purifiers, fans, and filters.
You will manage troubleshooting workflows, warranty and replacement processes, and logistics coordination while working inside Gorgias and collaborating with internal CX teams and AI-assisted tools. This role requires strong written communication skills, structured problem-solving, and the ability to stay calm and precise during seasonal demand spikes.
The ideal candidate is operationally strong, technically curious, and comfortable working in a fast-paced eCommerce environment where accuracy and customer empathy are equally important.
Responsibilities
- Manage inbound customer inquiries via email and live chat using Gorgias
- Guide customers through structured troubleshooting for hardware products
- Handle warranty eligibility checks, serial number validation, and replacement workflows
- Process logistics updates including address verification and shipment coordination
- Review AI-assisted responses (Sienna AI), adjust when necessary, and escalate complex cases
- Maintain clear and accurate documentation within ticketing systems
- Collaborate with internal CX teams to improve macros and workflows
- Identify recurring issues and proactively flag patterns for process improvement
- Maintain quality and response speed during peak seasonal surges
Requirements
- 2+ years of customer support experience, preferably in D2C or eCommerce brands
- Hands-on experience with Gorgias (strongly preferred) or similar tools such as Zendesk or Freshdesk
- Experience supporting hardware or technical consumer products
- Strong written English with a clear, empathetic, and confident tone
- Ability to follow structured diagnostic and troubleshooting processes
- High attention to detail for warranty, replacements, and operational workflows
- Comfortable working in AI-assisted support environments
- Ability to learn quickly through Knowledge Centers and live training sessions
- Calm and organized under pressure during high-volume periods
- Proactive mindset with a focus on continuous improvement
Benefits
- We provide comprehensive training for all candidates, regardless of their background or previous experience as a CS.
- We offer health insurance for contractors
- Monthly gym stipend allowance to support your physical wellness.
- Paid Time Off (PTO)
- Holiday Extra Pay Month
- 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.
