Job Description

Join NexosNY’s customer care team as a part-time, remote Customer Care Representative supporting our growing base of customers in New York. This mid-level role handles complex inquiries, resolves escalations, and helps improve our customer experience through clear communication and operational feedback.

What you’ll do

Serve as a primary contact for customer inquiries via phone, email, and chat during scheduled part-time shifts.
Manage and resolve mid-complexity issues (billing, account changes, service troubleshooting, policy questions) end-to-end.
Triage and escalate advanced issues to senior support or specialized teams with clear documentation.
Maintain accurate records in the CRM and follow up until resolution.
Identify trends and recommend process or knowledge-base improvements.
Meet quality, response-time, and customer-satisfaction targets.

Who you are

2–4 years experience in customer service, customer success, or technical support (mid-level).
Strong written and verbal communication skills; professional phone presence.
Comfortable using CRMs, ticketing systems, and collaboration tools (e.g., Zendesk, Salesforce, HubSpot, Slack).
Problem-solver who stays calm under pressure and owns customer outcomes.
Ability to work independently on a remote schedule; reliable internet and quiet workspace.
Availability for part-time shifts covering business hours in Eastern Time (specific shift windows will be assigned).

Nice-to-haves

Experience supporting subscription or SaaS services.
Bilingual (Spanish/English) a plus.
Familiarity with basic billing and payment processes.

Logistics & compensation

Employment type: Remote, part-time (20–25 hours/week; shift-based scheduling).
Compensation: Competitive hourly rate (commensurate with experience) + performance-based incentives.
Start date: Immediate/within 2–4 weeks (flexible).