User Experience Specialist

17 hours ago

Pasay, National Capital Region, Philippines beBeeExcellence Full time ₱20,000 - ₱40,000
Support Excellence

Coefficient is a SaaS startup based in the SF Bay Area. We are building a remote-first company with a focus on hiring talented individuals regardless of location.

We value people who are smart, driven, curious, and collaborative. Our culture revolves around empowering employees to unleash the power and flexibility of spreadsheets across all company data.

About the Job

We seek Support Specialists who can provide high-quality support that's vital to our core product experience. This role involves resolving user issues and answering questions from valued users while constantly looking for ways to improve future experiences.

Support Specialists must be empathetic communicators who navigate ambiguity and deliver exceptional outcomes. They need to diagnose problems, propose solutions, and collaborate with teams to escalate issues as necessary.

Responsibilities
  • Resolve a high volume of user requests through various support modalities.
  • 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 fixes.
  • Complete thorough documentation and notation on user requests to inform leadership and program teams about processes and trends.
  • Demonstrate strong written and verbal communication skills while being mindful of tone and pace.
Requirements
  • Minimum 4+ years of SaaS customer support experience.
  • Intermediate/advanced level knowledge of Google Sheets or Excel.
  • Customer empathy - deep understanding of the user experience and ability to resolve requests in thoughtful ways.
  • Strong written and verbal communication skills - effective communicator and listener.
  • Collaboration - values teamwork and contributes to a synergistic work environment.
  • Strategic problem solving - leverages multiple resources to inform critical decisions.
  • Excellent organization - effectively prioritizes work to target high-impact issues.
  • Optimism - motivated by challenges and approaches problems with a positive attitude.
  • Ability to remain calm under pressure - troubleshoots problems and finds speedy resolutions.
  • Desire to learn - highly motivated self-starter eager to learn and grow.

The working hours for this role will be 10:00pm-7:00am Manila Time (7:00am-4:00pm Pacific Time) to align with the hiring manager.

Benefits
  • Growth opportunities in a dynamic and evolving business environment.
  • A team-oriented work culture that values collaboration and open communication.

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