Customer Support Experience Leader

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeCustomerService Full time ₱540,000 - ₱720,000

Job Description:

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As a customer service specialist, you will be responsible for leading and managing the customer support function to deliver high-quality support experiences to clients and partners. This includes developing and implementing customer service policies, procedures, and standards to align with business goals and customer expectations.

You will monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership. You will also handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.

The role involves collaborating cross-functionally with product, engineering, sales, and operations teams to resolve customer pain points and improve platform experience. You will work with ticketing systems to streamline processes and enhance support efficiency.

Required Skills and Qualifications:

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  • 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.
  • A strong understanding of customer service practices and customer journey management within tech or SaaS companies.
  • Previous experience in the insurance or InsurTech space is an advantage.
  • Proven track record of leading and scaling customer service operations in a fast-paced environment.
  • Proficiency with customer support platforms and CRM systems.
  • 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.
  • A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements.

Benefits:

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  • Fully remote work option.
  • Flexible leave policy.
  • International 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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