Customer Support Team Lead

3 days ago

Cabuyao, Calabarzon, Philippines beBeeCustomerSupport Full time ₱2,000,000 - ₱2,500,000
Job Title: Customer Support ManagerAbout the Role

We are seeking a highly skilled and experienced professional to lead our support team. The successful candidate will be responsible for developing a high-performing support team, creating an inclusive and collaborative culture, and driving customer satisfaction across the entire customer journey.

Key Responsibilities:
  • Developing a high-performing support team by attracting, retaining, and engaging top talent.
  • Creating an inclusive, collaborative, and productive team culture that fosters open communication, transparency, and respect.
  • Continuously growing the team with uniquely skilled, high-caliber individuals who share our vision and values.
  • Training and developing team members and expanding their potential through active coaching and skill development.
  • Setting stretching but achievable goals, managing performance, celebrating successes, and motivating improvement where there is underperformance.
Delivering Excellent Customer Experience:
  • Ensuring excellence in our support provided across phone/email/chat/zoom, with empathy and clarity in all customer interactions.
  • Creating a seamless experience with other teams to facilitate the conversion of trialists, product onboarding, management of accounts, and churn mitigation.
  • Contributing to the Help Centre, continuously expanding and improving the content and accessibility of resources available to users.
  • Being the highest escalation point for customer queries, before the development team.
Driving Product Fixes and Improvements:
  • Becoming a product master, understanding the product and its use cases deeply enough to effectively communicate with the product team, and solve the most complex issues.
  • Being the ultimate 'voice of the customer', delivering feedback to the product team to shape the product roadmap based on common customer needs and questions.
  • Improving bug resolution through process and communication with the product team.
  • Spending time in our ticketing system, Intercom, ensuring customers and prospects receive timely, helpful responses about software and hardware problems.
  • Providing regular feedback to the team on trends in the support channel, including key metrics and NPS scores.
  • Installing and downloading software to improve user experience.
  • Determining software and hardware requirements to provide solutions to problems.
  • Adapting existing programs to meet users' requirements.
  • Ensuring efficient use of applications and equipment.
Requirements:
  • At least 5 years of experience in customer support or related field.
  • Proven track record of building and leading high-performing teams.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong problem-solving and analytical skills.

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