COMPANY OVERVIEW

Are you passionate and hardworking? Do you thrive in an entrepreneurial environment? beqom is a fast-growing B2B software company focused on managing total compensation for leading enterprises. We support some of the world’s most exciting brands with mission-critical business processes, helping them attract, retain, and motivate talent through equitable and transparent pay.
Our comprehensive compensation suite integrates unified data, complete pay management solutions, and AI-enabled pay intelligence. This helps companies comply with regulations, optimize compensation decisions, and achieve better business results. By bringing clarity, equity, and motivation to the workforce, we ensure employees know their worth, excel in their roles, and receive fair rewards.
At beqom, you’ll be surrounded by passionate, hardworking, and smart individuals dedicated to helping organizations unlock their talent’s full potential. If this inspires you, let’s get in touch.

CompComplete

JOB PURPOSE

In the role of a Customer Success Specialist, you will be part of our global organization and will be serving our customer base by managing their incidents on a 24/7 schedule. You will be supporting beqom’s solution and its underlying ecosystem. This is a great opportunity to learn and evolve with the company as we go through this period of hypergrowth

DUTIES AND RESPONSIBILITIES

The candidate should have previous experience in Customer Support, preferably in international environments. The person should have a high sense of ownership of the domain he or she is responsible for. Some of the activities are (but not limited to):

• Take ownership of the entire incident lifecycle, from initial customer contact through resolution, and coordinate, and collaborate with cross-functional teams to ensure efficient incident resolution
• Work closely with senior stakeholders and team members to communicate ongoing incident progress and updates. Provide clear and concise reports on incidents, ensuring all relevant parties are informed of developments.
• SLA Management - Take responsibility for defining and adhering to Service Level Agreements (SLAs) between the company and customers. Monitor and track incidents against established SLAs, taking proactive measures to address any deviations.
• Manage incidents for our customers around the world. - Incident/Escalation Manager role.
• Work with the queues and case tracking system, effectively triage, resolve, or assign application issues to appropriate teams while maintaining high levels of customer satisfaction during the currently established hours of operation;
• Be able to constantly track every request from the beginning until its escalation or resolution;
• Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic;
• Handle directly the troubleshooting phase including phone communication and remote sessions with the stakeholders;
• Generate reports from Zendesk, meet with customers, and provide status on a regular basis.
• Update, maintain, and enhance the knowledge base;
• Be able to provide remote on-call shifts to make sure our customers are happy!