Customer Operations Specialist

🕒 Agosto 5

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SupportNinja

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round em 2021-02

B2B • SaaS

A SupportNinja é uma empresa global de terceirização que se especializa em fornecer soluções de experiência do cliente, incluindo suporte ao cliente, suporte técnico ao cliente, moderação de conteúdo e processamento de dados. Eles combinam tecnologia de ponta com uma cultura que valoriza as pessoas em primeiro lugar para oferecer serviços personalizados e ágeis que permitem que as empresas escalem de forma eficiente e alcancem seus objetivos sem contratos rígidos de longo prazo. Com um forte foco em flexibilidade e personalização, a SupportNinja ajuda os clientes a navegar no crescimento, conectando-os com talentos e recursos especializados em diversos setores.

Descrição

• Manage omni-channel customer support workflows across chat, inbox, and call channels while meeting SLA targets • Monitor CRM dashboards and automated workflows between AI-driven interactions and live support • Document customer interactions, call outcomes, and operational updates in CRM and internal communication platforms • Gather information, validate reported issues, and prepare escalation documentation for engineering teams • Communicate technical updates and resolution progress to customers in clear, non-technical language • Review AI-supported interactions for inaccuracies and provide feedback for system improvement • Identify knowledge base documentation gaps and assist with help center updates • Coordinate customer follow-ups and transitions to Customer Success Managers • Assist with billing requests, including plan adjustments, basic proration calculations, and account verification • Maintain accurate customer records in CRM and operational systems • Track response times, ticket resolution, and customer feedback metrics • Follow 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 • Experience in 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 • Prior experience supporting AI-assisted support tools, automation workflows, or knowledge management systems is a nice-to-have

🏖️ 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