Support Services Professional

3 days ago

Las Piñas, National Capital Region, Philippines beBeeSupport Full time ₱2,800,000 - ₱4,200,000

Job Title: Support Services Professional

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  • • Provide exceptional support to residents and partners in a collaborative team environment.

Responsibilities:

  • • Deliver timely, empathetic responses to inquiries through email and ticket support.

  • • Identify, document, and track platform issues, ensuring thorough follow-up to closure.

  • • Maintain communities by moderating content in real-time or within 2 hours of receipt.

  • • Conduct smoke testing prior to each release or configuration push to ensure seamless operations.

  • • Troubleshoot issues, assist users, and close cases according to agreed SLAs.

  • • Maintain daily logs of issues, fixes, and trends using trackers.

Platform Configuration:

  • • Configure new communities and buildings for onboarding within 2 business days.

  • • Update content, conduct light research, and support planning with a turnaround time of 24-48 hours.

  • • Upload and migrate resident/property/community data within 48-72 hours.

  • • Log work and changes as they occur using configuration trackers.

Business Support:

  • • Assist in drafting inputs for Monthly Business Review decks by the 1st of each month.

  • • Provide data and insights at least 48 hours prior to presentation timelines.

  • • Update weekly time tracking to support capacity planning.

  • • Offer cross-functional support as needed, jumping in within 1 business day to aid adjacent tasks.

Success Metrics (SLAs & Quality Bars):

  • • Email acknowledgment within 4 business hours, typical resolution within 1-2 days.

  • • Moderation responses within real-time to 2 hours.

  • • Bug reporting within 24 hours, tracked to closure.

  • • Community setup within 2 business days.

  • • Content/settings updates within 24-48 hours.

  • • Data imports within 48-72 hours.

  • • MBR draft inputs by the 1st of each month.

  • • Trackers updated daily/weekly as specified.

Required Skills and Qualifications:

  • • 1-3+ years in customer support, operations, or success, preferably in tech/SaaS or community/property platforms.

  • • Excellent written English skills, calm problem-solving, and clear documentation.

  • • Familiarity with ticketing tools, issue trackers (e.g., helpdesk/Jira-style), and Google Workspace/Excel.

  • • Basic QA/UAT mindset, able to follow checklists and SLAs precisely.

  • • Bonus: Experience with community moderation, data imports/CSV hygiene, or light configuration work.

  • • Remote work capability, PH-based, collaborative, and process-driven.

  • • Team-shared workload with defined SLAs; regular working hours.

Benefits:

  • • Collaborative team environment.

  • • Regular working hours.

  • • Defined SLAs.

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