Customer Service Advocate

3 days ago

Tarlac City, Central Luzon, Philippines beBeeSupport Full time $40,000 - $65,000

Job Summary

Coefficient is a SaaS startup with a culture centered around people who are driven, curious, and collaborative. We're building a remote-first company that unleashes the power of spreadsheets across all data.

As a Support Specialist, you'll be communicators who resolve user issues and answer questions from valued users. You'll be dynamic and able to multitask between support, documentation, and business objectives.

Responsibilities include resolving high-volume user requests through various support modalities, investigating and fulfilling tier 1 & 2 support requests, navigating ambiguity in one-off issues, diagnosing problems, and proposing possible solutions for short- and long-term outcomes.

  • Resolve user requests through email, chat, and messaging.
  • Investigate and fulfill all tier 1 & 2 support requests while communicating directly with users and stakeholders.
  • Navigate ambiguity in one-off issues to deliver exceptional outcomes.
  • Diagnose problems and propose possible solutions for short- and long-term outcomes.

Basic Qualifications include at least 4+ years of SaaS customer support experience, intermediate/advanced level knowledge of Google Sheets or Excel, empathy, strong written and verbal communication skills, collaboration, strategic problem solving, excellent organization, optimism, ability to remain calm under pressure, and desire to learn.

Key Performance Indicators (KPIs) include first call resolution rate, issue escalation ratio, and customer satisfaction ratings.

At Coefficient, we value our employees' professional growth and development. Opportunities for advancement are available within the company.

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