Hourly Workforce Support Associate

7 days ago

Sorsogon, Bicol, Philippines beBeeMandarin Full time $60,000 - $90,000

Workstream is a mission-driven company focused on creating an all-in-one platform for managing the hourly workforce.

We strive to bridge the gap in technology and serve this underserved market better. Our goal is to enable businesses and their employees to thrive.

We partner with leading brands across various sectors, including fast-food chains and restaurants. We are a high-growth company rapidly expanding our product portfolio to deliver on our vision.

Our Mission

We aim to provide exceptional customer support by having a long-term vision of working and growing with our customers. Comfortable with adapting to ever-changing processes and making recommendations to improve them.

Job Description:

You will be the primary point of contact for our Mandarin-speaking customers via phone, email, and chat. You will address a broad range of issues and requests related to our products promptly and accurately.

Some key responsibilities include:

  • Promptly and accurately respond to customer needs as measured by: median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
  • Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times
  • Proactively check in with clients until the issue is resolved

Customer Success

You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform.

Required Skills & Qualifications

To succeed in this role, you must have:

  • A minimum of 1-3 years of experience as a Customer Support Specialist or similar CS role
  • Fluency in Mandarin and English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers.
  • Phone Support experience
  • Experience using help desk software and remote support tools
  • Ability to work following the US time zone
  • High-speed and stable internet connection (at least 50 Mbps)

Benefits

We offer a range of benefits to our employees, including:

  • Permanently Remote Work
  • Pay wired directly to your bank account
  • $50 Monthly Stipend
  • Annual Bonus
  • Performance-based bonuses
  • Flexible PTO
  • Enjoy company time off during some of the major US and PH Holidays
  • Company-issued Device

Growth Opportunities

We are committed to helping our employees grow professionally and personally. Some opportunities include:

  • Career fast track for performers and internal mobility
  • Learn from a team of experienced professionals

About Us

We strive to create a diverse and inclusive work environment where everyone feels valued and respected.

We believe in equal employment opportunities and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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