Customer Experience Representative

2 weeks ago

Imus, Calabarzon, Philippines beBeeCustomerSupport Full time ₱600,000 - ₱1,150,000
Job Overview

We are seeking an exceptional Customer Support Advocate to join our team on a fixed-term contract. This individual will be the primary point of contact for our clients, handling customer communications from initial request through to resolution.

Our organization operates a platform for professional services that automates proposals, client agreements, billing and payment collection, aiming to reduce late payments and repetitive administrative tasks. Our teams work globally with employees in various locations and a strong remote work culture.

About the Role

The successful candidate will be responsible for providing top-notch customer support, scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business.

Responsibilities:
  • Become an expert in all areas of our platform, including its capabilities and features.
  • Own customer communications and issues from initial contact until resolution, utilizing tools like Intercom and occasional phone conversations.
  • Collect customer feedback and influence the direction of the platform.
  • Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
  • Develop and improve processes to scale support with the growing business.
  • Create and maintain internal and customer-facing documentation such as knowledge base articles.
  • Work closely with Key Account Managers, Retention and Implementation, Marketing teams.
Requirements:
  • Previous experience in a customer support role.
  • Proficiency with various software systems such as Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
  • Good written and oral communication skills for creating professional documents and presentations.
  • Good time management and organisational skills.
  • Ability to listen to concerns and handle criticism without taking it personally.
  • Engage in robust and articulate dialogue while maintaining an open mind.
  • Ability to work autonomously and as part of a team.
What We're Looking For
  • A high attention to detail.
  • The ability to take feedback on board and implement changes.
  • Terrific communication skills – both written and verbal.
  • A systems and process-driven approach.
  • Flexibility when things don't go to plan.
  • An organisational mindset and ability to work well to deadlines.
  • A willingness to thrive in a team environment.

Join a global SaaS scale-up company with a collaborative, open, and transparent culture. Enjoy a range of benefits and opportunities for growth.

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