Customer Experience Lead

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeCustomerSupport Full time ₱600,000 - ₱1,000,000
Job Overview

As a key player in our organization, you will lead and manage our customer service function to deliver high-quality support experience to clients and partners. Your expertise will drive team performance, identify areas for improvement, and report insights to leadership.

  • The ideal candidate will have at least 6 years of experience in customer service, including 2 years in a managerial or team lead role.
  • A strong understanding of customer service practices and customer journey management within tech or SaaS companies is essential.
Key Responsibilities:
  1. Lead and manage the customer service function to achieve business objectives and enhance customer satisfaction.
  2. Develop and implement customer service policies, procedures, and standards aligned with business goals and customer expectations.
  3. Monitor and analyze customer service metrics to identify areas for improvement and drive team performance.
  4. Cross-functionally collaborate with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve the platform experience.
Requirements:
  • Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role.
  • Strong understanding of customer service practices and customer journey management within tech or SaaS companies.
  • Previous experience in the insurance or InsurTech space is an advantage.
  • Proven track record of leading and scaling customer service operations in a fast-paced environment.
  • Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce).
What We Offer:
  • Fully Remote Work Environment.
  • Competitive remuneration package.
  • Performance Bonus.
  • Stock Options after 6 months.
  • Company activities and events.
  • Learning and development plan.
  • Remote work allowance.
Why Join Us:

We are dedicated to providing an exceptional support experience to our customers. Our team values innovation, collaboration, and continuous learning. If you share these values and are passionate about delivering outstanding customer service, we would love to hear from you.

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