Remote Customer Service Specialist

3 days ago

Manila, National Capital Region, Philippines beBeeSupport Full time ₱240,000 - ₱420,000
Job Summary

We are seeking a highly skilled Customer Support Specialist to join our team.

This is an excellent opportunity for someone who is passionate about delivering exceptional customer service and support in a fast-paced environment.

Key Responsibilities
  • Email and Ticket Support: Respond to customer inquiries within 4 business hours and resolve issues within 1-2 days, using a friendly and informative tone.
  • Bug Handling: Identify, document, and track platform issues; follow through to closure.
  • Moderation: Ensure community safety and adherence to guidelines, with a response time of real-time to 2 hours.
  • Smoke Testing: Conduct checks before each release or configuration push.
  • Troubleshooting and Impersonation: Reproduce issues, assist customers, and close cases within agreed SLAs.
  • Trackers: Maintain daily logs of issues, fixes, and trends.
Platform Configuration
  • Community Setup: Configure new communities/buildings for onboarding, targeting a 2-business-day completion.
  • Content and Settings: Update content, conduct light research, and provide support for planning, with a turnaround of 24-48 hours.
  • Data Import: Upload/migrate resident/property/community data, with a turnaround of 48-72 hours.
  • Configuration Trackers: Log work and changes as they occur.
Business Support
  • MBR Support: Draft inputs for Monthly Business Review decks by the first day of each month.
  • Presentations: Provide data and insights at least 48 hours before presentation timelines.
  • Time and Capacity: Update weekly time tracking to support capacity planning.
  • Cross-Functional Help: Assist adjacent support/config tasks within 1 business day, as needed.
Requirements
  • 1-3+ years of experience in customer support, operations, or success, preferably in tech/SaaS or community/property platforms.
  • Excellent written English; calm, empathetic problem-solving, and clear documentation.
  • Comfort with ticketing tools and issue trackers (e.g., helpdesk/Jira-style), and Google Workspace/Excel.
  • Basic QA/UAT mindset; able to follow checklists and SLAs precisely.
  • Bonus: Experience with community moderation, data imports/CSV hygiene, or light configuration work.
About This Role

This is a remote, PH-based role that requires collaboration and process-driven skills. The workload is team-shared with defined SLAs and regular working hours.

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