CX Solutions Specialist

Beepo; Angeles; On-site; PHP 1,674,000 - 2,344,000; Full time

Benefits offered by this job

Competitive total rewards

Employee referral program

Work life balance

Job summary

Beepo in Clark, Pampanga, is seeking a contact centre leader with 3+ years of experience to guide client strategies and optimise Zendesk-driven operations. You will connect business goals with practical CX solutions, and lead teams to deliver measurable value.

With responsibilities spanning discovery workshops, workflow mapping, and training, you will partner with clients across Australia and New Zealand to elevate customer experience and operational efficiency.

Qualifications

• Minimum 3+ years in contact centre leadership, consulting, or similar.
• Experience leading customer-facing operations and frontline support teams.
• Excellent communication and presentation skills for diverse audiences.
• Strong stakeholder management and ability to influence decisions.
• Willingness to learn and adapt to trends in CX and Zendesk.

Responsibilities

• Lead discovery workshops with client leadership to define goals.
• Map workflows and configure Zendesk features to support agents.
• Support implementations and workflow configuration to meet goals.
• Advise on best practices for scalable support operations and CX improvements.
• Translate high-level objectives into practical, actionable solutions.

Skills

Zendesk leadership

Stakeholder mgmt

Communication

Contact centre leadership

Business goals alignment

Tools

Zendesk

Job description

• Competitive Total Rewards (Compensation, Allowance, HMO, and Paid Time Off)
• Employee Referral Program
• Work Life Balance

Are you a contact centre leader who loves the buzz of helping teams succeed, but craves a different environment and more variety in your workday? This is your chance to take everything you've learned about leading support operations and share it with some of Australia and New Zealand's most recognisable brands. If you want to mix people, process, and technology — with a strong focus on Zendesk — then this role could be the perfect next step.

Key Responsibilities:

No two days will look the same. One day you might be running a discovery workshop with a client's leadership team, the next you could be mapping workflows, or helping configure Zendesk features so they support how agents work. You'll spend your time connecting high-level business goals with practical solutions, making sure our customers can see the tangible value of the platform.

• Bring your contact centre experience to partner with clients and understand their strategy, define business goals and how to leverage Zendesk (and other systems) to enable them. You are more than a technical resource.
• Facilitate product training, workshops, demonstrations and general presentations for a range of stakeholders.
• Support implementations and workflow configuration, ensuring your projects meet both tactical and strategic goals.
• Advise on best practices for scaling support operations, addressing operational improvement opportunities and customer experience.
• Bring clarity to situations where objectives are intangible, ambiguous, or high-level.

Skills and Experience

• Minimum 3+ years in contact centre leadership, consulting, or a core role in support of contact centre operations (required). You must display a working understanding of all facets of the contact centre, primarily customer-facing and roles/functions in support of a frontline team.
• Contact centre leadership experience is essential for this role.
• Excellent communication and presentation skills, able to engage both technical and non-technical audiences.
• Strong stakeholder management skills and the ability to influence decision making.
• Highly developed emotional intelligence qualities are crucial to the success of this role.
• Learn and evolve. The industry and products move fast. You will need to keep on top of the latest trends and updates to help inform our customers.
• Experience with Zendesk as an admin, power user, or operational lead (other CX platforms a plus) (required).
• Admin level Zendesk experience with at least 2 years of hands-on platform management is required.
• Demonstrated ability to translate business requirements into practical solutions.
• Comfortable working with ambiguity and framing discussions around goals and outcomes, not just features.

About Beepo

Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.

You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.