Remote Support Specialist

2 days ago

Bacoor, Calabarzon, Philippines beBeeCustomer Full time $50,000 - $80,000

Job Opportunity

We are seeking a professional to provide exceptional customer support to law firm clients during off-hours. This role involves responding to inbound tickets and live chat inquiries, troubleshooting basic platform issues, and escalating complex issues internally.

Key Responsibilities:

  • Respond to inbound tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
  • Troubleshoot basic platform issues or user confusion, including document upload errors and account access
  • Reference and interpret internal guidelines to deliver accurate and helpful support
  • Escalate complex issues internally and follow through until resolved
  • Design, draft, and implement Standard Operating Procedures (SOPs) for customer service workflows, ticket handling, escalation paths, and resolution standards
  • Tag recurring issues for process improvements or documentation updates
  • Participate in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch
  • Assist with ad-hoc administrative tasks, including guidebook updates, FAQ documentation, and internal support coordination

Immediate Tasks in the First 30 Days:

  • Platform Onboarding: Learn platform functionality, workflow processes, and SOPs
  • Shadowing: Observe live support interactions to understand tone and troubleshooting expectations
  • Knowledge Base Deep Dive: Study internal guidelines and documentation to build platform fluency
  • Communication Calibration: Align on tone, language, and etiquette when dealing with high-end legal clients
  • Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding team
  • Support Metrics & KPIs: Develop, define, and track relevant metrics to monitor support performance and identify opportunities for improvement
  • Start live coverage by end of Week 1 (with oversight)

Requirements:

  • Neutral English accent and excellent written English skills
  • Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours
  • Tech-savvy with ability to learn new platforms quickly and provide calm, precise responses
  • Strong attention to detail and comfort following established procedures
  • Ability to work independently and reliably with minimal supervision during early morning hours

Nice-to-Haves:

  • Background in legal technology or business-to-business software support
  • Experience handling Zendesk, Intercom, or similar ticketing/live chat platforms
  • Familiarity with software as a service (SaaS) onboarding flows and knowledge base creation
  • Prior exposure to U.S. professional services (especially law or finance)
  • Previous leadership or training experience, especially in mentoring customer service representatives or onboarding new team members

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