Customer Engagement Specialist

2 days ago

General Santos, Soccsksargen, Philippines beBeeSupport Full time ₱600,000 - ₱1,000,000
Job Description

You will be responsible for delivering exceptional support to residents and partners. This role involves contributing to platform configuration and internal business support, working collaboratively as part of a team.

Key Responsibilities:
  • Support Operations

This includes email and ticket support, bug handling, moderation, smoke testing, troubleshooting, and tracking issues. You will also maintain daily logs of issues, fixes, and trends.

Platform Configuration

As part of this role, you will configure new communities and buildings, update content, conduct light research, and support planning. You will also upload/migrate resident/property/community data and log work and changes as they occur.

Business Support

Additional responsibilities include drafting inputs for monthly business review decks, providing data & insights for presentations, updating weekly time tracking to support capacity planning, and jumping in 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 day of each month
  • Trackers: Updated daily/weekly as specified
Required Skills and Qualifications
  • 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
Benefits

This role offers a remote and collaborative environment, with regular working hours and a shared workload within the team. We prioritize teamwork, process-driven approaches, and continuous learning opportunities.

What We Offer
  • A flexible and supportive work environment
  • Opportunities for growth and professional development
  • A collaborative team dynamic

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