Customer Operations Specialist

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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