Customer Support Specialist

1 week ago

Angeles City, Central Luzon, Philippines beBeeCustomer Full time ₱299,999 - ₱419,999
Job Title: Customer Support Professional

Overview of the Role

This is an exciting opportunity to join our team as a customer support professional. You will be responsible for delivering exceptional support services to residents and partners while contributing to platform configuration and internal business support.

Key Responsibilities
  • Support Operations: 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: 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: Draft inputs for monthly business review decks by the 1st 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.
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
Work Environment

The role is remote, collaborative, and process-driven. The workload is shared across the team with defined SLAs and regular working hours.

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