Leader in Customer Service Excellence

7 days ago

Pasig, National Capital Region, Philippines beBeeProductivity Full time ₱1,000,000 - ₱1,500,000
Customer Support Leader

As a highly skilled Customer Support Manager, you will be responsible for leading a high-performing support team to deliver exceptional customer experiences.

Key Responsibilities:
  • Develop and lead a high-performing support team with expertise in customer-centric service delivery.
  • Create an inclusive, collaborative, and productive team culture that drives business success.
  • Train and develop team members through active coaching and skill development.
  • Set goals, manage performance, celebrate successes, and motivate improvement where needed.
Delivering Excellent Customer Experience:
  • Ensure excellence in all customer interactions across phone, email, chat, and Zoom.
  • Facilitate seamless experiences between teams to convert trialists, onboard products, manage accounts, and mitigate churn.
  • Contribute to the Help Centre by expanding and improving content and accessibility.
  • Be the highest escalation point for customer queries before involving the development team.
Driving Product Fixes and Improvements:
  • Become a product expert, understanding the product and its use cases to effectively communicate with the product team and solve complex issues.
  • Act as the ultimate 'voice of the customer,' delivering feedback to shape the product roadmap based on common customer needs and questions.
  • Improve bug resolution through process and communication with the product team.
  • Utilize Intercom to ensure timely and helpful responses to customers and prospects about software and hardware problems.
  • Provide regular feedback to the team on trends in the support channel, including key metrics and NPS scores.
  • Install and download software, determine software and hardware requirements, adapt programs to meet user needs, and ensure efficient use of applications and equipment.

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