Customer Experience Champion

1 day ago

Cainta, Calabarzon, Philippines beBeeSpecialist Full time $56,000 - $82,000
About the Role

At Coefficient, we are looking for highly skilled Support Specialists to join our team. This individual will be responsible for delivering exceptional customer support through various communication channels.

The ideal candidate will be a problem solver with excellent written and verbal communication skills. They should be able to work in a fast-paced environment, prioritize tasks effectively and remain calm under pressure.

We value teamwork and contribute to a synergistic work environment where people learn from one another. The successful candidate will have a strong understanding of user experience and empathy towards customers.

Responsibilities include resolving a high volume of user requests, investigating and fulfilling tier 1 & 2 support requests, navigating ambiguity in one-off issues and proposing possible solutions for short- and long-term outcomes.

In addition, the successful candidate will complete thorough documentation and notation on user requests to provide feedback to leadership and program teams regarding processes and trends.

  • Resolve user requests through various support modalities including email, chat and messaging
  • Investigate and fulfill tier 1 & 2 support requests while communicating directly with users and internal stakeholders
  • Navigate ambiguity in one-off issues to deliver exceptional outcomes
  • Diagnose problems and propose possible solutions for short- and long-term outcomes
  • Complete thorough documentation and notation on user requests
Requirements
  • Minimum 4+ years of SaaS customer support experience
  • Intermediate/advanced level knowledge of Google Sheets or Excel
  • Customer empathy - deep understanding of user experience
  • Strong written and verbal communication skills
  • Collaboration - team player with ability to contribute to a synergistic work environment
  • Strategic problem solving - leveraging multiple resources to inform critical decisions
  • Excellent organization - prioritizing work to target highest-impact issues first
  • Optimism - motivated by challenges with positive attitude
  • Ability to remain calm under pressure
  • Desire to learn - self-starter with eagerness to grow and receptive to feedback
Preferred Qualifications
  • Bachelor's Degree in Business, Communications, English or Journalism
  • Support experiences in a high-volume environment such as service industries, retail or hospitality

This role is designed for individuals who can thrive in a dynamic and fast-paced environment. We offer a unique opportunity to grow and develop your career in a remote-first company. If you are passionate about delivering exceptional customer support, this could be the perfect role for you.

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