Customer Service Lead

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeProfessional Full time $100,000 - $120,000
Job Overview

We are seeking a highly skilled Customer Support Specialist to lead and manage our customer service function.

  • This role involves delivering high-quality support experiences to our clients and partners, developing and implementing customer service policies, procedures, and standards to align with business goals and customer expectations.
Key Responsibilities
  • Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership.
  • Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction.
  • Collaborate cross-functionally with teams to resolve customer pain points and improve our platform experience.
  • Build a feedback loop between customer support and product development to enhance feature development and usability.
  • Work with ticketing systems to streamline processes and enhance support efficiency.
  • Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution.
  • Support the implementation of new tools and systems to scale customer support and improve automation where appropriate.
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 a strong advantage.
  • Proven track record of leading and scaling customer service operations in a fast-paced environment.
  • Proficiency with customer support platforms and CRM systems.
  • Exceptional problem-solving skills and a proactive approach to resolving customer challenges.
  • Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams.
  • A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements.
  • Fluent in English; additional language skills are a plus.

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