Global Customer Support Leader

4 days ago

Makati City, National Capital Region, Philippines beBeeCustomerSupport Full time ₱1,800,000 - ₱2,400,000
Job Description

We are seeking an experienced professional to lead our Customer Support team. As a Regional Customer Support Manager, you will be responsible for the AMER & EMEA-time zone support team, as well as support escalations, and communication on product fixes and enhancements with the dev team.

Key Responsibilities:
  • Developing a high-performing support team
  • Creating an inclusive, collaborative, and productive team culture
  • Continuously growing the team with uniquely skilled, high-caliber people
  • Training and developing team members and expanding their potential through active coaching and skill development
  • Setting stretching but achievable goals, managing performance, celebrating successes, and motivating improvement where there is underperformance
Delivering Excellent Customer Experience Across the Customer Journey
  • Ensure excellence in our support provided across phone/email/chat/zoom, with empathy and clarity in all customer interactions
  • Create a seamless experience with other teams to facilitate the conversion of trialists, product onboarding, management of accounts, and churn mitigation
  • Contribute to the Help Centre, continuing to expand and improve the content and accessibility of resources available to users
  • Be the highest escalation point for customer queries, before the development team
Driving Product Fixes and Improvements
  • Become a product master, understanding the product and its use cases deeply enough to effectively communicate with the product team and solve the most complex issues
  • Be the ultimate 'voice of the customer', delivering feedback to the product team to shape the product roadmap based on common customer needs and questions
  • Improve bug resolution through process and communication with the product team
  • Spend time in our ticketing system, Intercom, ensuring customers and prospects receive timely, helpful responses about software and hardware problems
  • Provide regular feedback to the team on trends in the support channel, including key metrics and NPS scores
  • Install and download software
  • Determine software and hardware requirements to provide solutions to problems
  • Adapt existing programs to meet users' requirements
  • Ensure efficient use of applications and equipment
Benefits and Opportunities
  • Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance
  • Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work
  • Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar
  • Dynamic Open Spaces: Conducive for productivity and creativity
  • State-of-the-Art Security: Ensuring your safety and peace of mind
  • Game Rooms: Take a break and unwind with our recreational facilities
  • Competitive Compensation: Your talents deserve to be rewarded
  • Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential
  • A Supportive Community: Join a diverse and inclusive team that's dedicated to your success
  • Global Impact: Be part of something bigger and make a difference on a global scale
Requirements and Qualifications

To succeed in this role, you will need:

  • Exceptional leadership and interpersonal skills
  • Proven experience in customer support or a related field
  • Excellent problem-solving and analytical skills
  • Ability to work independently and as part of a team
  • Strong communication and project management skills

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