Support Specialist

2 days ago

Quezon City, National Capital Region, Philippines beBeeCustomerSupport Full time $54,000 - $66,000
Support Role Overview

We are looking for a Support Specialist to join our team. As the first point of contact for clients, you will be responsible for owning customer communications from initial request through to resolution.

In this role, you will play a key part in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business.

  • Be a product expert in all areas, becoming an encyclopedia of knowledge about how Ignition works and what it is capable of.
  • Own customer communications and issues from initial contact until resolution, using tools such as Intercom to manage support requests.
  • Collect customer feedback and influence the direction of the product, ensuring that client needs are met and exceeded.
  • Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
  • Develop and improve processes to scale support with the growing business, ensuring seamless communication and collaboration.
  • Create and maintain both internal and customer-facing documentation, such as knowledge base articles and user guides.
  • Work closely with Key Account Managers, Retention and Implementation, Marketing teams to ensure aligned goals and objectives.
Key Responsibilities
  • Customer Support
  • Process Improvement
  • Documentation Creation
  • Cross-Functional Collaboration
Requirements
  • Previous experience in a customer support role, with a focus on delivering exceptional service.
  • Proficiency with various computer software systems, including Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
  • Excellent written and verbal communication skills, with the ability to create professional documents and present to clients.
  • Strong time management and organisational skills, with the ability to prioritise tasks and meet deadlines.
  • Able to listen to concerns and handle criticism without taking it personally.
  • Happy to work both autonomously and as part of a strong team, with a willingness to learn and adapt.
What We Offer
  • A collaborative, open, and transparent work culture, where ideas are encouraged and valued.
  • Competitive salary and employee stock options, providing opportunities for growth and financial stability.
  • 20 days accrued annual leave/vacation, along with 10 days of wellbeing days to support mental health and self-care.
  • Health/Dental/Vision benefits, ensuring comprehensive coverage and peace of mind.
  • Annual education allowance, supporting professional growth and development.
  • Employee recognition program, celebrating individual achievements and contributions.
  • Quarterly wellness allowance, promoting physical and mental well-being.
  • Paid subscription to Headspace, EAP & Wellbeing Platform, enhancing work-life balance and overall well-being.
  • Flexible working, supported by work from office reimbursement and mobile allowance, enabling flexibility and autonomy.
  • Personal tax return assistance, streamlining administrative tasks and reducing stress.
  • Entitlement to night shift differential, acknowledging the value of dedicated employees.
  • An extra paid day off to celebrate your birthday, alongside volunteering leaves, promoting work-life harmony.
  • Monthly virtual social events, fostering connections and community spirit.

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