Residential Support Professional

1 week ago

Rizal, Philippines beBeeCustomer Full time ₱300,000 - ₱600,000
Job Opportunity

We are seeking a dedicated and skilled professional to join our team as a Support Specialist. As a key member of our support team, you will play a vital role in delivering exceptional customer service and support to our residents and partners.

Key Responsibilities
  • Support Operations:
    • Respond to inquiries within 4 business hours and resolve issues within 1–2 days using a friendly and informative tone.
    • Identify, document, and track platform issues; follow through to closure.
    • Keep communities safe and on-guideline with real-time to 2-hour response window.
    • Run checks before each release or configuration push.
    • Reproduce issues, assist users, and close cases within agreed SLAs.
    • Maintain daily logs of issues, fixes, and trends.
  • Platform Configuration:
    • Configure new communities/buildings for onboarding within 2 business days.
    • Update content, conduct light research, and support planning with 24–48 hours turnaround.
    • Upload/migrate resident/property/community data with 48–72 hours turnaround.
    • Log work and changes as they occur.
  • Business Support:
    • Draft inputs for Monthly Business Review decks by the first day of each month.
    • Provide data & insights at least 48 hours before presentation timelines.
    • Update weekly time tracking to support capacity planning.
    • Jump in within 1 business day to support adjacent support/config tasks as needed.

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.
  • Team-shared workload with defined SLAs; regular working hours.
What We Offer
  • A supportive and dynamic work environment.
  • Ongoing training and development opportunities.
  • The chance to make a meaningful impact on our customers' lives.

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