The role
Neon Link places experienced client success specialists with US small and mid-size service businesses, as a full member of the client's own team. You'll take the inbound calls, emails and chats from the client's existing customers: account questions, billing and payment updates, scheduling and rescheduling, renewals, plan changes and the first pass at any problem. You'll answer in the client's name, take calls on a phone system such as RingCentral, work the queue in a ticketing tool such as Zendesk, Freshdesk or Gorgias, and keep every account current in a CRM such as HubSpot. Most shifts are phone first, with email and chat between calls, so this is a voice account.
It matters because a small business keeps or loses a customer in the handling of one call or one reply, and the person who owns that moment, follows up and closes the loop is the reason the account renews. You'll handle customers' personal details and, on many accounts, card payments, so you follow the client's caller verification steps and PCI payment card rules every time, and customer information never leaves the client's systems.
People do well here when they listen before they solve, stay steady when the caller isn't, and own an account's open items until the customer confirms they're closed. Day to day you'll take direction from the client's owner, office manager or client success lead, as part of their team, with Neon Link behind you.
Before your first live call you're trained on the client's services, policies, systems and escalation path.
What you'll do
- Answer inbound calls, emails and chats from the client's existing customers, in the client's name and voice, on the client's phone system, such as RingCentral, Aircall or Dialpad, and in its ticketing tool, such as Zendesk, Freshdesk or Gorgias
- Verify every caller before you discuss or change an account, then handle account care: contact and billing updates, payment questions, card updates and payment arrangements within the client's rules, and plan or service changes in the client's CRM, such as HubSpot or Salesforce
- Book, reschedule and confirm appointments and service visits in the client's scheduling tool, and follow up on no-shows and missed visits before the customer has to chase you
- Resolve what you can on the first contact, and when you can't, escalate with a handoff note the owner can act on: who the customer is, what happened, what you tried, what they were told and who owns the next step
- Work renewals and retention: reach out ahead of renewal dates, handle cancel requests by finding out why and offering what the client allows, such as a plan change, a pause or a credit, and log the reason when a customer still leaves
- Keep the ticketing tool and CRM accurate: every contact logged, tagged and dispositioned, every promised callback on the calendar, and nothing closed until the customer confirms it's fixed
- Write email and chat replies that read like the client wrote them, using the client's saved replies and help articles, and suggest new ones when the same question keeps coming in
- Follow the client's scripts, call flows, policies and payment handling procedures, and know which requests need the owner's approval before you say yes
- Spot repeat problems across accounts, such as a billing error, a confusing invoice or a policy customers keep calling about, and report them to the client lead with examples and a suggested fix
- Hold your shift, breaks and queue coverage so the team can plan around you, and send the client lead a short end of shift note on what you closed, what's waiting on the customer and what's waiting on the business
What success looks like
- Customer satisfaction on post-contact surveys and in the owner's own feedback, against the targets the client sets
- First response times on email and chat inside the client's targets, first contact resolution on the issues you own, and nothing left open without an update
- Accounts kept at renewal and cancel requests handled so customers stay when staying is right for them, with the reason logged whenever one leaves
- Schedule adherence against the client's target, and handoff notes the next person can act on without calling the customer back
What you bring
- 2 or more years in a voice first role taking inbound calls from US customers, or customers in another English speaking market such as Canada, the UK or Australia, in account care, billing inquiries, retention or a BPO voice account, ideally with email and chat alongside the phone
- Outbound sales, cold calling or appointment setting alone doesn't count for this role, and neither does chat or email work with no time on a live phone queue
- Hands-on with a ticketing tool such as Zendesk, Freshdesk, Gorgias, Zoho Desk or Help Scout, a CRM such as HubSpot or Salesforce, and a cloud phone system such as RingCentral, Aircall, Dialpad or Five9, and quick to learn whatever the client uses
- Accurate note taking while you talk, and typing at 45 words per minute or better
- Calm with a frustrated caller, including one who wants to cancel or dispute a charge, and able to say no to what the client's policy doesn't allow while still offering what it does
- Follow-through on open items: you own an item until the customer confirms it's closed, and you call back when you said you would
- Working knowledge of how US small businesses bill and serve their customers: invoices, recurring billing and autopay, card declines, refunds and credits, service agreements and renewals, appointment and cancellation policies, and US time zones, addresses and phone manners
- Careful with customer account and payment information: you verify a caller before you discuss an account, you never write down or store a full card number, you don't move customer lists or account details onto personal devices or chat apps, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Clear, warm, confident spoken English for calls with US customers, and clear written English for emails, chats and account notes
- Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, and to hold that schedule long term
- Education: any bachelor's degree preferred, not required; relevant experience matters more
Nice to have
- Renewals, retention or save desk experience, or a track record of turning a cancel request into a kept account
- Time as the main point of contact on a small business's accounts, working directly with the owner or office manager rather than on a large call center floor
- Taking payments and updating billing in tools such as QuickBooks Online, Stripe or Square
- Exposure to HIPAA or PCI handling rules
- Conversational Spanish
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace with no background noise, where customer calls and account details can't be overheard
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Genuinely likes helping people
Listens first, then solves
Steady when callers aren't
Owns the account, not just the ticket
Consistent every single shift
Warm and clear on calls
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 38,000 to 55,000 a month (about PHP 226 to 327 an hour). About USD 605 to 875 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Five days a week, US business hours (night shift in the Philippines), usually Monday to Friday with weekends off; some clients need Saturday or rotating weekend coverage as one of your five days, agreed before you start; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.