Global Customer Support Specialist

1 day ago

Mandaue City, Central Visayas, Philippines beBeeCustomer Full time $40,000 - $80,000

Job Title: Customer Support Executive

About the Job

We are seeking a highly skilled and experienced Customer Support Professional to fill this exciting opportunity. As a key member of our support operations, you will be responsible for providing exceptional customer service to clients across global time zones.

The ideal candidate will have prior experience in customer support, ideally covering off-hours shifts, and possess strong technical skills with the ability to learn new platforms quickly. You will work independently and reliably with minimal supervision during early morning hours.

You will be responsible for responding to inbound tickets and live chat inquiries, troubleshooting basic platform issues, and escalating complex issues internally. You will also design, draft, and implement standard operating procedures (SOPs) for CSR workflows, ticket handling, escalation paths, and resolution standards.

In the first 30 days, you will undergo system onboarding, shadowing, knowledge base deep diving, communication calibration, test tickets & chat drills, and develop, define, and track relevant Key Performance Indicators (KPIs) to monitor support performance.

Key Responsibilities:
  • Respond to inbound tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
  • Troubleshoot basic platform issues or user confusion, including document upload errors and account access
  • Reference and interpret the company's internal guidebook to deliver accurate and helpful support
  • Escalate complex issues internally and follow through until resolved
  • Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards
  • Tag recurring issues for process improvements or documentation updates
  • Participate in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch.
Requirements:
  • Neutral English accent and exceptional written English
  • Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours shifts
  • Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses
  • Strong attention to detail and comfort following particular procedures
  • Can work independently and reliably with little supervision during early morning hours.

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