Client Success Specialist

The role

You'll take the inbound calls, emails and chats from one US small business's existing customers as their own team member: account questions, billing and payment updates, scheduling and rescheduling, renewals, plan changes and the first pass at any problem. Our clients are US small and mid-size businesses across services industries, and day to day you'll work with the owner or office manager, with Neon Link behind you. The work 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. This is a phone and inbox role first, so clear, warm English on the phone matters more than anything else. People do well here if they listen before they solve, stay steady when the caller isn't, and own an account's open items until they are actually closed. When you apply, record the 60 second voice introduction and use your cover note to name the channels and ticketing tools you've worked. The client meets you for a final interview before you start. Selected candidates are interviewed now and matched to a client engagement as it opens.

What you'll do

• Answer inbound calls, emails and chats from one US client's existing customers, in the client's name and voice
• Handle account care: contact and billing updates, payment questions, scheduling changes and plan or service adjustments in the client's systems
• Resolve issues on the first contact where you can, and escalate the rest with a clear handoff note and a named owner
• Work renewals and retention: reach out ahead of renewal dates, follow up on open tickets and missed appointments, handle cancel requests with care, and log the reason when a customer leaves
• Keep the ticketing system accurate: every contact logged, tagged, dispositioned and closed or updated the same day
• Follow the client's scripts, compliance rules and payment handling procedures
• Spot repeat problems across accounts, report them with examples, and suggest the fix
• Hold your shift, breaks and queue coverage so the rest of the team can plan around you

What you bring

• 2 or more years in a voice first client care, account care or call center role serving US or other native English speaking customers
• Clear, warm, confident English on the phone, at B2 level or better and closer to C1 for phone heavy accounts
• Calm under a busy queue and patient with a frustrated caller, including one who wants to cancel
• Comfortable learning a new phone system, ticketing tool or CRM such as Zendesk, Freshdesk, Gorgias, HubSpot or RingCentral
• Accurate note taking while you talk, and typing at 45 words per minute or better
• Follow-through on open accounts: you own an item until the customer confirms it is closed
• Able to work US hours, a night shift that usually starts between 9pm and 1am Manila time depending on the client's time zone; some clients need weekend or rotating coverage
• A quiet, private workspace with no background noise, wired internet of at least 25 Mbps with a backup connection, a plan for power outages, a computer that runs the client's tools, and a noise canceling headset with a working webcam
• Willing to sign a confidentiality agreement and pass a background check, and to follow client rules for payment card and personal data
• Education: any bachelor's degree preferred, not required; relevant experience matters more

You'll do well here if

Why Neon Link

At Neon Link, we take care of the people who do the work, and we build the structure good people deserve. We uphold our core values:

• DO THE WORKWe show up prepared and finish what we start.
• GET THE CREDITYour work is visible, and it is yours.
• SAY IT STRAIGHTClear updates, honest answers, no surprises.
• OWN ITWe fix problems before anyone has to ask.
• KEEP LEARNINGWe get a little better every week.