We’re obsessed with growth!

From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to outsource by developing the best people, implementing cutting-edge technology, and challenging the status quo.

We change the game by prioritizing fun in our workplace. By joining our team, you’ll have the opportunity to provide world-class service to our customers through various channels while also working in our fun-forward culture.

What does a day in the life of a Renewal Specialist look like?

• Serve as the main point of contact for renewal-related inquiries from customers
• Drive the end-to-end contract renewal process, ensuring timely and accurate renewals of service agreements or subscriptions
• Proactively engage with customers to understand their needs and ensure continued alignment of services/products
• Identify and promote potential product or service upgrades during renewal discussions
• Negotiate terms, pricing, and discounts to maintain profitability while aligning with customer expectations
• Provide accurate renewal forecasts and track performance metrics related to renewals, churn, and upsell opportunities
• Ensure all renewals are processed accurately in CRM systems and internal databases
• Participate in process improvement initiatives to streamline the renewal workflow
• Continuously refine renewal strategies by analyzing trends, customer feedback, and operational bottlenecks
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications of a Renewal Specialist?

• Previous Renewal Specialist, Customer Success or equivalent experience
• Strong communication skills, both verbal and written
• Strong problem solving skills
• Strong organizational and time management skills
• Proven record of building strong customer relationships
• Proficient in using computers and various software applications

Having these are helpful, but not required

• Previous experience in the call center environment
• Experience in the SaaS industry
• Experience supporting customers via phone, calls, chat and email

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?