Delivering Exceptional Customer Experiences

24 hours ago

Mandaue City, Central Visayas, Philippines beBeeSupport Full time $80,000 - $150,000
Customer Support Manager">

The primary responsibility of this role is to lead and manage the customer service function, delivering a high-quality support experience for our clients and partners. To achieve this, you will develop and implement customer service policies, procedures, and standards that align with business goals and customer expectations.

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  • You will monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.
  • You will handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
  • You will collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience.
  • You will build a feedback loop between customer support and product development to enhance feature development and usability.
Key Responsibilities">
  • Leading and managing customer service operations in a fast-paced environment.
  • Developing and implementing customer service strategies that meet business objectives.
  • Maintaining a high level of customer satisfaction through effective issue resolution and proactive communication.
  • Collaborating with internal stakeholders to identify and address customer pain points.
  • Providing coaching and guidance to customer support team members to ensure they have the skills and knowledge required to deliver excellent support.
Requirements">
  • A minimum of 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role.
  • Strong understanding of customer service practices and customer journey management within tech or SaaS companies.
  • Previous experience in the insurance or InsurTech space is a strong advantage.
  • Proven track record of leading and scaling customer service operations.
  • Exceptional problem-solving skills and a proactive approach to resolving customer challenges.
  • Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams.
Benefits">
  • Fully remote work arrangement.
  • Flexible leave policy.
  • International work environment.
  • Competitive remuneration package.
  • Performance bonus.
  • Stock options after 6 months.
  • Company activities and events.
  • Learning and development plan.
  • Remote work allowance.

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