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 Customer Success Specialist look like?

• Guide new customers through the onboarding process, ensuring a smooth transition and setup of our products/services

• Address customer inquiries, troubleshoot issues, and provide timely and effective solutions through various communication channels

• Proactively engage with customers to understand their needs, provide product training, and offer recommendations to enhance their experience

• Build and maintain strong, long-lasting relationships with customers, acting as their advocate within the company

• Gather customer feedback and insights to drive continuous improvement in our products, services, and customer support processes

• Identify opportunities for contract renewals and upselling, ensuring customers are aware of additional features and services that can benefit them

• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system

• Work closely with the sales, product, and technical teams to ensure customer needs are met and to provide a seamless customer experience

• 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 for a Customer Success Specialist?

• Previous customer success, account management experience or equivalent customer-facing role

• Excellent communication skills, both verbal and written

• Strong organizational and time management skills

• Proven record of building strong customer relationships

• Proficient in using computers and various software applications

Having these qualifications 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

• Familiar with CRM systems and practices

Ninja Perks and Benefits

• Competitive compensation

• Beautiful facility & Free Meals for onsite positions

• Adherence to government-mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO on day 1

• Paid time off, birthday leave

• Opportunities for skills training and personal and professional development