System Support Specialist – Sales Operations

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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

• Ensure revenue enablement tools are correctly provisioned and supported (users, permissions, groups, licenses) in line with documented SOPs • Keep request intake organized with clear status and timely responses • Execute tasks associated with core tech stack. • Execute routine hygiene and publish/maintenance tasks using documented SOPs • Monitor support channels (e.g., Slack support channels) and the Notion request form. • Log each request in Notion • Maintain clear request status from intake through closure; provide timely updates. • Escalate items outside SOPs or requiring approvals per the escalation guidelines. • Submit and track vendor/IT tickets when needed; maintain a simple ticket log (status/ETA/impact) and document resolutions for repeat issues. • Provision new users across core tools (Salesloft, Gong, Seismic, Leadbeam, Sales Nav, and Sendoso) • Maintain roles/groups/permissions where allowed; keep team structure aligned (team swaps, vertical/segment changes). • Offboard users by removing access and deactivating profiles per SOP and within SLA. • Maintain license inventory (assigned vs. available) and report license needs to the Rev Enablement owner. • Run monthly usage audits in core tools and share findings with stakeholders. • Assign new hire learning paths/training where defined. • Send reminders for incomplete lessons. • Maintain content hygiene as assigned (naming conventions, tags, archiving/retiring per direction). • Create Groups & Smart Groups • Assign phone numbers and SMS capabilities as needed; support international number requests. • Upload approved content and maintain naming conventions. • Audit low-performing or rarely used cadences and share a summary; deactivate/archive only when instructed. • Add keyword trackers as assigned. • Input pre-written Smart Tracker / scorecard prompt content • Post enablement updates to Slack using provided templates; schedule messages when requested.

🎯 Requirements

• At least 1 year supporting revenue/sales enablement or sales operations • At least 1 year of experience as a technical support or similar roles • Strong attention to detail and comfort with repeated operational workflows • Clear written communication and ability to triage/route requests appropriately • Ability to follow SOPs and document steps/results for repeatable work • Experience with Salesloft, Gong, Seismic, Leadbeam, Sales Navigator, Sendoso or similar • Experience with Slack, Notion or similar (request intake + tracker)

🏖️ Benefits

• Competitive compensation • Adherence to government-mandated benefits • 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