Customer Experience Lead

10 hours ago

Taguig, National Capital Region, Philippines beBeeCustomerSupport Full time ₱600,000 - ₱900,000
Customer Support Specialist Job Description

The Opportunity:

We're seeking a highly skilled and empathetic customer support specialist to join our team. This is a critical role responsible for providing our users with an outstanding customer experience, ensuring every customer feels heard and valued, and representing our brand online at all times.

In the last 2 years, we've grown our brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable specialist to join us in taking our customer experience to the next level.

So, What Can You Expect if You Join Us?

  • We're one of the fastest-growing and most innovative DTC brands in the world (we've hit multiple 8-figure revenues in 2 years.)
  • We have highly experienced founders who are leaders in their fields (multiple successful projects, with over $700M+ in collective experience).
  • We foster a great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team.
  • We prioritize performance and having a great time while doing it.
  • We empower each other to become better versions of ourselves. We're 100% remote and micromanagement-free. Because if we need to micromanage you, this isn't the place for you.
Job Responsibilities:

Customer Experience: Provide our users with an exceptional customer experience via in-app live chat, phone, and email.

Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish. Never settle for a superficial fix.

Stakeholder Management: Collaborate with multiple internal stakeholders (e.g., fulfillment, logistics, marketing) to gather information and ensure timely, effective resolutions.

Documentation & Reporting: Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record and identify recurring issues.

Feedback Loop: Provide clear, actionable feedback to the support team and leadership to help improve processes and prevent future complaints.

Knowledge Base & Efficiency: Leverage the knowledge base before seeking help and proactively suggest new automations to improve efficiency.

Core Skills and Competencies:

Key Requirements:

  • Exceptional verbal and written communication skills in English
  • Emotional intelligence and empathy
  • Critical thinking and problem-solving mindset
  • Zendesk and telephony system proficiency
  • A strong commitment to delivering exceptional customer service
  • The ability to combine human empathy with effective use of technology and automation
  • The ability to work independently and make informed decisions
  • A proactive and positive attitude with a desire to continuously learn and improve
Your Experience:

Requirements:

  • 2+ years in a similar customer support role
  • Proven problem-solving skills and the ability to take ownership of issues
  • Proficiency with Zendesk and modern telephony systems
  • Prior experience in the US e-commerce market is preferred
  • An outstanding command of the English language, both written and spoken

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