Customer Service Liaison

2 weeks ago

Porac, Philippines beBeeResponsiveness Full time ₱20,000 - ₱30,000

**Job Title:** Customer Support Specialist

**About the Role**

This is an exciting opportunity to join our team as a customer support specialist. The ideal candidate will provide exceptional service to residents and partners, ensuring timely and effective resolution of their inquiries.

The successful applicant will also be responsible for contributing to platform configuration and internal business support. This includes collaborating with various teams to implement solutions that enhance user experience and drive business growth.

**Key Responsibilities**
  • Respond to resident and partner inquiries within 4 business hours and resolve most issues within 1–2 days.
  • Identify, document, and track platform issues; follow through to closure.
  • Moderate communities to ensure they remain safe and on-guideline, with a real-time to 2-hour response window.
  • Perform smoke testing (pre/post release) to verify the quality of platform configurations.
  • Assist users and close cases within agreed SLAs.
**Additional Tasks**
  • Configure new communities/buildings for onboarding within 2 business days.
  • Update content, conduct light research, and support planning with a 24–48 hour turnaround.
  • Upload/migrate resident/property/community data within 48–72 hours.
  • Log work and changes as they occur in configuration trackers.
**Business Support**
  • Draft inputs for Monthly Business Review decks by the 1st of each month.
  • Provide data & insights at least 48 hours before presentation timelines.
  • Update weekly time tracking to support capacity planning.
  • Offer cross-functional help to adjacent support/config tasks as needed.
**Success Metrics**
  • 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.

**Keyword:** Responsiveness

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