Support Operations Lead

2 weeks ago

Imus, Calabarzon, Philippines beBeeOperations Full time ₱1,500,000 - ₱2,000,000
Customer Support Operations Leader

We are seeking an experienced and proactive Customer Support Operations Leader to lead and optimize our eCommerce subscription business's customer support operations.

About the Role
  • Lead, train, and mentor a team of customer service agents to deliver exceptional support
  • Identify and implement solutions to address the root cause of recurring customer issues, ensuring long-term resolution and improved processes
  • Develop and maintain customer service SOPs to drive efficiency and consistency
  • Provide timely and effective support to customers via email and chat
Key Responsibilities
  • Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments
  • Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives
Requirements
  • Bachelor's degree in Business Administration, Communications, or related field
  • Minimum of 5 years experience in customer service management, ideally in an e-commerce or subscription-based environment
  • Proven leadership experience with a track record of managing and coaching customer support teams
What We're Looking For
  • Strong technical aptitude with the ability to quickly learn new tools and platforms
  • Proficiency in CRM systems and e-commerce platforms
  • Excellent communication, interpersonal, and conflict resolution skills
  • Analytical mindset with experience using data tools to track performance and identify areas for improvement
Work Environment

The ideal candidate will have outstanding written and verbal English communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.

This is a full-time position that requires the ability to work independently and collaboratively within a team environment. If you're passionate about delivering exceptional customer experiences, we'd love to hear from you

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