Frontline Support Specialist

1 day ago

Manila, National Capital Region, Philippines beBeeCustomer Full time $90,000 - $120,000
Customer Support Lead

We are seeking a Customer Support Lead to join our team. The ideal candidate will have proven experience in customer support, with exposure to SaaS or HealthTech preferred.

About the Role

This is an exciting opportunity for a results-driven individual who can lead by example and help shape a high-performing, customer-centric team.

  • Support & Leadership:

    • Resolve customer queries directly via our help desk, setting a high standard for support.

    • Monitor team performance and ticket queues to ensure prompt resolution.

    • Provide on-the-spot coaching and support to team members during live operations.

    • Handle complex or sensitive escalations.

  • Operational Oversight:

    • Track and report key support metrics (e.g., response times, resolution rates, satisfaction scores).

    • Identify recurring issues, product pain points, and tough support challenges.

    • Create weekly feedback reports for stakeholders, with clear action points.

  • Knowledge & Process Improvement:

    • Maintain and update internal and external support content based on common queries.

    • Review and audit AI bot responses for quality and identify training opportunities.

    • Collaborate with product and engineering teams on issue resolution and product feedback.

Required Skills and Qualifications

The ideal candidate will possess:

  • Proven experience in customer support, with exposure to SaaS or HealthTech preferred.

  • Strong written communication and problem-solving skills.

  • Bachelor's degree in Health Science, Engineering, Math, Computer Science, or similar field would be advantageous.

  • Comfort leading by example in a fast-paced environment.

  • Ability to analyze support trends and translate them into process improvements.

What We Offer

We offer:

  • A dynamic work environment that encourages collaboration and innovation.

  • Opportunities for professional growth and development.

  • A competitive salary and benefits package.

  • The chance to work with a talented team of professionals who are passionate about making a difference.

Why You'll Thrive With Us

You'll flourish in our company culture because:

  • We prioritize employee well-being and offer a flexible work environment.

  • We invest in our employees' growth and development through training and mentorship programs.

  • We recognize and reward outstanding performance and contributions.

  • We foster a culture of open communication, transparency, and respect.

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