Customer Success Specialist

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April 6

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SupportNinja

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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.

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

📋 Description

• 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 • Maintain accurate and detailed records of customer interactions in the CRM system • Work closely with the sales, product, and technical teams to ensure customer needs are met • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes • 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

🎯 Requirements

• 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 • Previous experience in the call center environment (helpful, but not required) • Experience in the SaaS industry (helpful, but not required) • Experience supporting customers via phone calls, chat and email (helpful, but not required) • Familiar with CRM systems and practices (helpful, but not required)

🏖️ 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 • Experience infinite fun so you can have infinite growth.