Customer Service Specialist

14 hours ago

Province of Palawan, Mimaropa, Philippines beBeeSupport Full time ₱750,000 - ₱1,500,000
Job Description

As a customer support specialist, you will play a vital role in delivering exceptional service to our residents and partners. You will be responsible for providing timely and accurate support through various channels, including email and tickets.

The scope of this position is shared across a collaborative team, with tasks designed to be achievable within regular working hours. Performance is measured on responsiveness, accuracy, and teamwork.

Key Responsibilities
  • Email & Ticket Support: Acknowledge inquiries within 4 business hours and resolve most within 1–2 days, using a friendly, informative, solutions-oriented tone.
  • Bug Handling: Identify, document, and track platform issues; follow through to closure.
  • Moderation: Keep communities safe and on-guideline (real-time to 2-hour response window).
  • Smoke Testing: Run checks before each release or configuration push.
  • Troubleshooting/Impersonation: Reproduce issues, assist users, and close cases within agreed SLAs.
  • Trackers: Maintain daily logs of issues, fixes, and trends.
Platform Configuration
  • Community Setup: Configure new communities/buildings for onboarding (target: within 2 business days).
  • Content & Settings: Update content, conduct light research, and support planning (24–48 hours turnaround).
  • Data Import: Upload/migrate resident/property/community data (48–72 hours turnaround).
  • Configuration Trackers: Log work and changes as they occur.
Business Support
  • MBR Support: Draft inputs for Monthly Business Review decks by the 1st of each month.
  • Presentations: Provide data & insights at least 48 hours before presentation timelines.
  • Time & Capacity: Update weekly time tracking to support capacity planning.
  • Cross-Functional Help: Jump in within 1 business day to support adjacent support/config tasks as needed.
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 1st of each month
  • Trackers: Updated daily/weekly as specified
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

As a member of our team, you will have the opportunity to work in a dynamic and supportive environment. You will be part of a collaborative team that values teamwork, communication, and mutual respect.

We offer a competitive salary and benefits package, as well as opportunities for growth and professional development. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply.

Our ideal candidate is someone who is proactive, self-motivated, and able to work independently with minimal supervision. They must also possess excellent communication and interpersonal skills, as well as the ability to work effectively in a team environment.

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