Customer Success Associate

2 days ago

Cainta, Calabarzon, Philippines beBeeSupport Full time ₱3,000,000 - ₱6,000,000
Job Overview

This role involves providing exceptional support to residents and partners while contributing to platform configuration and internal business operations.

Key Responsibilities
  • Email & Ticket Support: Respond promptly to inquiries within 4 business hours, resolve most issues within 1-2 days, using a friendly, informative tone.
  • Bug Handling: Identify, document, and track platform issues; follow through to closure.
  • Moderation: Maintain community safety and adhere to guidelines (real-time to 2-hour response window).
  • Smoke Testing: Conduct checks before each release or configuration push.
  • Troubleshooting/Impersonation: Reproduce issues, assist users, and close cases within agreed Service Level Agreements (SLAs).
  • Tracker Management: Maintain daily logs of issues, fixes, and trends.
Platform Configuration:
  • Community Setup: Configure new communities/buildings for onboarding (target: within 2 business days).
  • Content & Settings: Update content, conduct light research, and support planning (24-48 hours turnaround).
  • Data Import: Upload/migrate resident/property/community data (48-72 hours turnaround).
  • Configuration Tracking: Log work and changes as they occur.
Business Support:
  • MBR Support: Draft inputs for Monthly Business Review decks by the 1st of each month.
  • Presentation Development: Provide data & insights at least 48 hours before presentation timelines.
  • Time & Capacity Planning: Update weekly time tracking to support capacity planning.
  • Cross-functional Assistance: Provide help within 1 business day to support adjacent tasks as needed.
Performance Metrics:
  • Email acknowledgment: ≤ 4 business hours; typical resolution 1-2 days
  • Moderation responses: Real-time to 2 hours
  • Bug reporting: Within 24 hours; track to closure
  • Community setup: ≤ 2 business days
  • Content/settings updates: 24-48 hours
  • Data imports: 48-72 hours
  • MBR draft inputs: By the 1st of each month
Requirements:
  • 1-3+ years in customer support, operations, or success (tech/SaaS or community/property platforms a plus)
  • 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
  • Remote, PH-based, collaborative, and process-driven

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