Helpdesk Specialist

1 week ago

Hagonoy, Central Luzon, Philippines beBeeCustomerSupport Full time ₱2,500,000 - ₱3,500,000
Job Title

Customer Support Advocate

About the Position

We are seeking a Customer Support Advocate to join our team on an 18-month fixed term contract. The successful candidate will be the first point of contact for our clients, owning customer communications from initial request through to resolution.

The role is ideal for someone who is passionate about delivering exceptional customer service and has a strong desire to scale our support function. You will play a key role in maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business.

Working primarily between 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday, you will have the opportunity to work autonomously and as part of a team.

Responsibilities
  • Be a product expert in all areas, becoming an encyclopedia of knowledge about how our platform works and what it is capable of.
  • Own customer communications and issues from initial contact until resolution, supporting via Intercom and occasional phone conversations.
  • Collect customer feedback and influence the direction of the product, identifying areas for improvement and implementing changes to enhance the user experience.
  • Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information, ensuring that customer issues are resolved efficiently and effectively.
  • Develop and improve processes to scale support with the growing business, streamlining operations and increasing productivity.
  • Create and maintain internal and customer-facing documentation such as knowledge base articles, providing valuable insights and guidance to customers.
Qualifications
  • Previous experience in a customer support role, preferably in a similar industry or field.
  • Proficiency with various software systems, including Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
  • Good written and oral communication skills, with the ability to create professional documents and presentations.
  • Good time management and organisational skills, with the ability to prioritise tasks and manage multiple projects simultaneously.
  • Ability to listen to concerns and handle criticism without taking it personally, remaining calm and composed under pressure.
  • Engage in robust and articulate dialogue while maintaining an open mind, fostering collaboration and building strong relationships with colleagues and customers.
What We Offer
  • Competitive salary and employee stock options from day one.
  • Health/Dental/Vision benefits from day one.
  • Education allowance and professional development funding.
  • Flexible working options and home office support.
  • Employee recognition and wellness programs.
  • Accessibility and accommodation during recruitment is available.

We are an equal opportunity employer and welcome applications from diverse candidates. If you require any assistance during the recruitment process, please do not hesitate to contact us.

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