CX Intelligence Production Specialist

🕒 May 25

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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

• Execute standardized Signal Report production workflows using approved AI skill libraries and reporting methodologies • Compile operational metrics, account data, and supporting intelligence inputs into structured client deliverables • Coordinate with CX Intelligence, Project Management, and Business Transformation stakeholders to gather required report input and maintain production timelines • Manage multiple reports simultaneously while tracking production status, review stages, dependencies, and delivery deadlines • Prepare draft reports for analytical review and incorporate approved revisions and feedback into final deliverables • Apply formatting, layout, quality control, and presentation standards to finalize reports prior to client delivery • Coordinate routing and approval workflows with project managers, account managers, and leadership stakeholders • Maintain organized tracking of reporting queues, production schedules, approvals, and deliverable status updates • Identify workflow blockers, production risks, or missing inputs and escalate issues appropriately • Support continuous improvement initiatives related to reporting workflows, AI-assisted production processes, and deliverable consistency • Collaborate with cross-functional teams to support reporting operations, client deliverables, and transformation initiatives • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned

🎯 Requirements

• Proven experience designing high-impact presentations in Google Slides and leveraging Claude (or advanced AI tools) to optimize writing, research, and content production workflows. • Ability to translate complex data into narrative-driven Google Slides decks, focusing on intuitive layout and flow to tell a compelling story. • Experience managing and enforcing master templates across collaborative teams to ensure visual and structural consistency when multiple authors contribute to a single deliverable. • Proven track record of structuring and delivering content-heavy documents from the initial brief through to final production. • Experience using AI tools within a writing or content production workflow, including the ability to identify limitations and course-correct outputs. • Strong developmental editing skills, with the ability to audit, refine, and quality-check AI-generated drafts of diagnostic or technical reports. • Demonstrated ability to manage, prioritize, and deliver multiple complex deliverables simultaneously under tight deadlines. • A disciplined personal quality-check process to ensure all deliverables are flawless before submission to clients or senior reviewers. • Deep understanding of how to leverage CX intelligence in a consulting or operational transformation context to deliver actionable recommendations rather than just interesting data points. • Experience collaborating with analysts, consultants, and subject matter experts to integrate diverse inputs while maintaining a single, coherent voice and high-quality standard throughout the document.

🏖️ Benefits

• Competitive compensation • Health insurance • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off, birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Employee Referral Program • Free lunch provided daily (for onsite employees)