Customer Operations Specialist

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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