Customer Operations Specialist

🕒 Agosto 6

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SupportNinja

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2015

🤝 B2B

🤖 Inteligência Artificial

🏢 Corporativo

💰 $500.000 Seed Round - SupportNinja em 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja é um provedor de terceirização e experiência do cliente (CX) habilitado por IA que oferece serviços de terceirização escaláveis, movidos por tecnologia, para empresas em rápido crescimento. Eles combinam agentes humanos com fluxos de trabalho impulsionados por IA (marcados como NinjaAI) para fornecer suporte ao cliente, suporte técnico, integração de clientes, conversão, renovações, moderação de conteúdo, operações de dados e serviços de finanças e contabilidade. A SupportNinja enfatiza o design com prioridade à privacidade e conformidade (SOC 2 Tipo 2, PCI-DSS, HIPAA, GDPR), oferece um processo de lançamento Management-as-a-Service (MaaS) e se posiciona como um parceiro para empresas de grande porte e em estágio de crescimento que buscam aumentar sua capacidade e melhorar resultados ao longo da jornada do cliente.

Descrição

• Manage omni-channel customer support workflows across chat, inbox, and call channels, ensuring timely responses and adherence to SLA targets • Monitor CRM dashboards and automated workflows to ensure smooth transitions between AI-driven interactions and live support • Document customer interactions, call outcomes, and operational updates in CRM systems and internal communication platforms • Assist with technical troubleshooting by gathering relevant information, validating reported issues, and preparing escalation documentation for engineering teams • Communicate technical updates and resolution progress to customers in clear, non-technical language • Review AI-supported interactions to identify inaccuracies and provide feedback for system improvement • Support knowledge base maintenance by identifying documentation gaps and updating help center resources • Coordinate customer follow-ups and support transitions to Customer Success Managers • Assist with billing-related requests, including plan adjustments, basic proration calculations, and account verification • Maintain accurate customer records in CRM and operational systems • Track operational metrics, including response times, ticket resolution, and customer feedback • Adhere to company policies and maintain a positive, empathetic, and professional attitude

🎯 Requisitos

• Minimum of two (2) years of experience supporting customer operations, customer support, or customer success functions in a multi-channel support environment • Proven experience working within SLA-driven support environments and managing multiple customer interactions simultaneously • Familiarity with technical troubleshooting workflows and escalation processes for complex issues • Proficiency with CRM systems, ticketing platforms, and team collaboration tools • Excellent written and verbal English communication skills • Ability to convey technical information clearly to non-technical audiences • Strong attention to detail and ability to maintain accurate system documentation and customer records • Ability to prioritize tasks and coordinate effectively with cross-functional teams • Nice-to-have: Prior experience supporting AI-assisted support tools, automation workflows, or knowledge management systems • BYOD (Bring-Your-Own-Device)

🏖️ Benefícios

• Competitive compensation package • Retirement Savings Program with Company Matching • Life insurance coverage • HMO coverage starting on Day 1 • Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service • Paid time off plus birthday leave • Opportunities for skills training and personal and professional development