NeoWork is a global outsourcing partner that connects businesses with dedicated remote professionals. We believe in building long-term careers for our team members while delivering exceptional, human-centered service for our clients. This role sits at the heart of that mission supporting a fast-growing homecare client where compassion, calm, and quick thinking matter most.
As an Overnight Staffing Support Specialist, you will serve as the primary point of contact for a US-based homecare agency during overnight hours. You will handle inbound calls from caregivers and clients, troubleshoot real-time issues, coordinate caregiver scheduling, and document each interaction clearly for the daytime team.
This is a high-empathy, high-stakes support role. Callers may be stressed, scared, or frustrated — your ability to stay calm, listen actively, and take swift action makes a real difference in people's lives.
• Answer and manage inbound calls from caregivers and clients during overnight hours, providing responsive and professional support.
• De-escalate emotionally charged situations with empathy and composure, ensuring callers feel heard and supported.
• Problem-solve in real time — assess each situation, identify the right course of action, and follow through.
• Coordinate caregiver staffing to fill open or vacated shifts, matching availability with client needs efficiently.
• Maintain thorough, clear written logs of every call and action taken, giving the daytime team full context to continue seamlessly.
• Escalate complex or urgent situations appropriately, following established protocols.
• Build familiarity with client care plans, caregiver profiles, and agency workflows over time.
Requirements
• Confident, professional communicator over the phone clear, calm, and easy to understand.
• Demonstrated ability to de-escalate tense situations and lead interactions with empathy and patience.
• Strong written English, able to write accurate, concise call summaries and shift notes.
• Comfortable working autonomously during overnight hours with minimal supervision.
• Reliable internet connection and a quiet, distraction-free work environment.
• Highly organized with strong attention to detail and follow-through.
Preferred Qualifications
• Prior experience in homecare, caregiving, or a related healthcare support environment — especially in California.
• Familiarity with home care agency operations, caregiver scheduling, or care coordination.
• Background in customer service, a call center, or dispatch-style support roles.
Experience handling urgent or sensitive calls (e.g., medical, social services, crisis support).
Benefits
NeoWork is an operations and animation agency that fully embraces the new method of work. We are reimagining the BPO industry with a remote-first culture and an à la carte menu of services to fit your unique needs. NeoWork specializes in working with early-stage startups to quickly define and build out operations processes to help our clients scale quickly.
