Customer Success Specialist

2 days ago

Cainta, Calabarzon, Philippines beBeeProduct Full time ₱40,000 - ₱80,000

Job Title: Product Support Expert

About the Role:

We are seeking a highly skilled and experienced Product Support Expert to join our team. As a key member of our support department, you will be responsible for delivering exceptional customer experiences by leveraging your product expertise and strong communication skills.

Your primary focus will be on troubleshooting and resolving customer issues, optimizing support processes, and contributing to our values-driven culture. By collaborating across teams, you will ensure customers achieve their goals while demonstrating ownership, curiosity, and a commitment to continuous improvement.

Responsibilities:
  • Provide technical and product support to customers through various digital and voice channels.
  • Troubleshoot and resolve complex customer issues effectively, escalating when necessary.
  • Stay up-to-date on product changes, new features, and integrations to expand your knowledge and provide accurate information to customers.
  • Work closely with peers to validate workflows and identify patterns in customer feedback to inform internal discussions.
  • Take ownership of ensuring customers understand key features and benefits aligned with their goals.
  • Support Team Operations and Processes.
  • Consistently adhere to Service Level Agreements (SLAs) and meet key performance metrics such as resolution time and Customer Satisfaction (CSAT).
  • Embody our core values in daily work, inspiring peers through ownership and curiosity.
Requirements:
  • Minimum 2 years of proven experience in an entry-level tech support role.
  • Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
  • Excellent communication skills, both written and verbal, with an empathetic approach.
  • Demonstrated ability to manage time effectively and adhere to SLAs.
  • Proficiency with support tools, including live chat and ticketing systems, and knowledge base management platforms.
  • Background in SaaS or technology-focused roles.
  • Basic programming knowledge (e.g. SQL) to debug and analyze.
  • Ability to tailor technical explanations for non-technical audiences.
Benefits:

We offer a dynamic and supportive work environment, opportunities for growth and development, and a competitive compensation package.

You will have the autonomy to own your role, make decisions, and drive results. Our team is passionate about delivering exceptional customer experiences, and we believe that every employee contributes to this goal.

What We Offer:
  • A collaborative and inclusive team environment.
  • Ongoing training and professional development opportunities.
  • A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
  • The opportunity to work with a cutting-edge technology platform and contribute to its growth and development.

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