Description
We’re looking for a driven and customer-focused Benefits Support Associate to deliver exceptional support across multiple channels. You’ll combine strong problem-solving skills with empathy and product knowledge to create seamless, high-quality customer experiences, while contributing to continuous improvements in our support operations.
This role is primarily Ubiquity in-center based in Bacolod, with the opportunity to transition to a work-from-home setup based on mutually agreed performance criteria and business needs. Eligibility for remote work will be determined at the company’s discretion once benchmarks are met.
What You'll Do:
- Provide timely, high-quality support to our members across multiple channels including live chat, messaging, email, ticketing, social media, and phone.
- Leverage a strong understanding of internal tools and knowledge resources to quickly diagnose issues and deliver accurate resolutions.
- Guide members with thoughtful recommendations using your deep knowledge of products and services.
- Represent the voice of the customer by identifying trends, sharing insights, and surfacing opportunities that inform product improvements and roadmap decisions.
- Proactively identify potential issues, process gaps, or recurring member challenges and escalate or recommend solutions to improve the overall member experience.
- Maintain clear, efficient communication across member touchpoints, ensuring members feel informed, supported, and confident while using our platform.
- Demonstrate patience, empathy, and professionalism in every interaction, assuming positive intent and working to create a positive support experience.
- Collaborate with teammates and cross-functional partners on projects and initiatives that improve support processes, documentation, and the member journey.
- Manage priorities effectively in a fast-paced environment while balancing individual performance metrics and team goals.
- Act as an authentic company's ambassador, representing the company’s values in both internal collaboration and external member interactions.
- Adapt to evolving priorities, tools, and processes in a growing global support environment.
- Maintain flexibility with scheduling, including potential shift changes or weekend coverage to support our global member base.
Requirements
What We’re Looking For
- At least 1 year of experience in customer support, benefits administration, or a related field
- Strong written and verbal communication skills, with the ability to explain complex information in a clear and simple way
- Excellent problem-solving and critical-thinking skills with a keen attention to detail
- Proven ability to manage multiple priorities and stay organized in a fast-paced environment
- A customer-first mindset with a high level of empathy, professionalism, and accountability
- Comfortable using multiple systems, tools, and knowledge bases to research and resolve inquiries
- Ability to work independently and collaboratively within a team environment
Work Setup & Availability
- Must be amenable to working onsite in Bacolod
- Open to shifting schedules, weekend work, and holiday coverage to support a global member base
- Willing to transition to a work-from-home setup only upon meeting performance criteria and business requirements
Peak Support and our Work-from-Home PLUS model
At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.
We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.
Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.
