Job Description

We're obsessed with growth! From enabling companies to flourish, to helping careers bloom. SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to outsource by developing the best people, implementing cutting-edge technology, and challenging the status quo. We change the game by prioritizing fun in our workplace. By joining our team, you'll have the opportunity to provide world-class service to our customers through various channels while also working in our fun-forward culture. What does a day in the life of a Customer Success Specialist look like? 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, ensuring customers are aware of additional features and services that can benefit them Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system Work closely with the sales, product, and technical teams to ensure customer needs are met and to provide a seamless customer experience Adhere to company policies and procedures Meet or exceed performance targets for related KPIs Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules 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 What are the required qualifications for a Customer Success Specialist? 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 Having these qualifications are helpful, but not required Previous experience in the call center environment Experience in the SaaS industry Experience supporting customers via phone calls, chat and email Familiar with CRM systems and practices Ninja Perks and Benefits Competitive compensation Adherence to government-mandated benefits Opportunities for skills training and personal and professional development Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready? If you are interested, you can access your instant interview here: Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law. SupportNinja

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