Service Delivery Expert

19 hours ago

Tarlac City, Central Luzon, Philippines beBeeSupport Full time ₱220,000 - ₱350,000
Job Description

We are seeking a highly skilled Support Operations professional to join our team. The successful candidate will deliver exceptional support to residents and partners, while contributing to platform configuration and internal business support.

The scope of this role is shared across a collaborative team, with tasks designed to be achievable within regular working hours. Performance is measured on responsiveness, accuracy, and teamwork.

Key Responsibilities:
  • Email and ticket support: Acknowledge inquiries within 4 business hours and resolve most within 1–2 days, using a friendly, informative, solutions-oriented tone.
  • Bug handling: Identify, document, and track platform issues; follow through to closure.
  • Moderation: Keep communities safe and on-guideline (real-time to 2-hour response window).
  • Smoke testing (pre/post release): Run checks before each release or configuration push.
  • Troubleshooting/impersonation: Reproduce issues, assist users, 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 (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 trackers: Log work and changes as they occur.
Business Support
  • MBR support: Draft inputs for Monthly Business Review decks by the first of each month.
  • Presentations: Provide data & insights at least 48 hours before presentation timelines.
  • Time & capacity: Update weekly time tracking to support capacity planning.
  • Cross-functional help: Jump in within 1 business day to support adjacent support/config tasks as needed.
Success Metrics (SLAs & Quality Bars)
  • 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 first of each month
  • Trackers: Updated daily/weekly as specified

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