Customer Support Specialist

2 days ago

Pasay, National Capital Region, Philippines beBeeCustomer Full time ₱400,000 - ₱800,000
Job Overview

You will be responsible for providing exceptional support to our residents and partners by delivering timely, informative, and solutions-oriented responses to inquiries. Your tasks will include email and ticket support, bug handling, moderation, smoke testing, troubleshooting, and data tracking.

Key Responsibilities
  • Email & Ticket Support: Respond to resident and partner inquiries within 4 business hours and resolve issues within 1-2 days.
  • Bug Handling: Identify, document, and track platform issues, and follow through to closure.
  • Moderation: Maintain a safe and on-guideline community environment with real-time to 2-hour response times.
  • Smoke Testing: Conduct pre-release and post-release checks to ensure platform stability.
  • Troubleshooting/Impersonation: Reproduce issues, assist users, and close cases within agreed service level agreements (SLAs).
  • Data Tracking: Maintain daily logs of issues, fixes, and trends.
Platform Configuration
  • Community Setup: Configure new communities/buildings for onboarding within 2 business days.
  • Content & Settings: Update content, conduct light research, and support planning within 24-48 hours.
  • Data Import: Upload/migrate resident/property/community data within 48-72 hours.
Business Support
  • MBR Support: Draft inputs for Monthly Business Review decks by the first day of each month.
  • Presentation: Provide data and insights at least 48 hours before presentation timelines.
  • Time & Capacity: Update weekly time tracking to support capacity planning.
Success Metrics (SLAs & Quality Bars)
  • Email Acknowledgment: ≤ 4 business hours; typical resolution 1-2 days
  • Moderation Responses: Real-time to 2 hours
  • Bug Reporting: Within 24 hours; track to closure
  • Community Setup: ≤ 2 business days
  • Content/Settings Updates: 24-48 hours
  • Data Imports: 48-72 hours
  • MBR Draft Inputs: By the first day of each month
Requirements
  • 1-3+ years in customer support, operations, or success (tech/SaaS or community/property platforms a plus)
  • Excellent written English; calm, empathetic problem-solving, and clear documentation
  • Comfort with ticketing tools and 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, PH-based, collaborative, and process-driven

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