Customer Support Representative

7 days ago

Sorsogon, Bicol, Philippines beBeeCustomer Full time ₱500,000 - ₱800,000

Job Title: Customer Support Representative

Overview

This role is ideal for individuals who excel in providing exceptional customer support and are passionate about delivering responsive, empathetic solutions to customers.

We're seeking a highly skilled Customer Support Representative to join our team. As a key member of our support team, you will be responsible for handling customer inquiries, resolving issues, and providing accurate information in a timely manner.

Responsibilities
  1. Support Operations:
  • Acknowledge customer inquiries within 4 business hours and resolve most within 1–2 days.
  • Identify, document, and track platform issues; follow through to closure.
  • Keep communities safe and on-guideline (real-time to 2-hour response window).
  • Run checks before each release or configuration push.
  • Reproduce issues, assist customers, and close cases within agreed SLAs.
  • Maintain daily logs of issues, fixes, and trends.
Platform Configuration:
  • Configure new communities/buildings for onboarding (target: within 2 business days).
  • Update content, conduct light research, and support planning (24–48 hours turnaround).
  • Upload/migrate resident/property/community data (48–72 hours turnaround).
  • Log work and changes as they occur.
Business Support:
  • Draft inputs for regular review decks by the agreed deadline.
  • 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.
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 agreed deadline
  • 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, collaborative, and process-driven
  • Team-shared workload with defined SLAs; regular working hours

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