High-Performing Customer Support Specialist

1 week ago

Barcelona, Philippines beBeeSupport Full time ₱400,000 - ₱600,000
Customer Support Advocate Role Overview

The ideal candidate for this role will be responsible for owning customer communications, providing product expertise, and identifying issues to escalate to the development team.

This position plays a key role in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business.

The successful candidate will have previous experience in a customer support role, proficiency in various software systems, and strong written and oral communication skills.

  • Product Expertise: The candidate must be an expert in all areas of the product, including its capabilities and features.
  • Customer Communications: This involves owning customer communications and issues from initial contact until resolution, supporting via Intercom and occasional phone conversations.
  • Feedback Collection: The candidate will collect customer feedback and influence the direction of the product.
  • Issue Identification: They will identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
  • Process Improvement: This role requires developing and improving processes to scale support with the growing business.
  • Documentation Creation: The candidate will create and maintain internal and customer-facing documentation, such as knowledge base articles.
Requirements and Qualifications

The following are the requirements and qualifications for this role:

  • Previous Experience: Previous experience in a customer support role is required.
  • Software Proficiency: Proficiency in various software systems, including Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, and Intercom, is necessary.
  • Communication Skills: Good written and oral communication skills are essential for creating professional documents and presentations.
  • Time Management: Good time management and organizational skills are necessary for handling multiple tasks and priorities.
  • Criticism Handling: Ability to listen to concerns and handle criticism without taking it personally.
Benefits and Value Proposition

This role offers a unique opportunity to work in a fast-paced environment, collaborate with cross-functional teams, and contribute to the growth and success of the business.

The successful candidate will have the opportunity to develop their skills and expertise, work on complex projects, and make a meaningful impact on the company's mission and vision.

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