Sr. Customer Success Specialist | REMOTE
Paglalarawan ng trabaho
Work Set-up:Remote - Philippines
Start Date:TBD
Schedule: 10PM - 7AM Manila
Equipment: BYOD
What does a day in the life of a Sr. Customer Success Specialist look like?
- Provide high-quality, personalized support to customers at every stage of their lifecycle, including pre-sale, onboarding, and ongoing use, with a focus on rapid response, accurate information, and a friendly demeanor.
- Build relationships with customers. When a regular customer contacts you, remember their name and know what makes their business tick.
- Comfortably communicate with customers over email, Slack, and on the phone.
- Choose the right communications channel for each customer and adapt your style accordingly.
- Prioritize where you spend your time, while making sole proprietors and large enterprise customers alike fanatical supporters of our product.
- Solve problems without a script or checklist.
- Get to know your colleagues across the company so you’ll know who to escalate issues to.
- Translate common customer needs into actionable advice for product management, engineering, and design to build a better product. Know how to talk to everyone, from engineers to finance to the CEO. You'll work closely with them all.
- Quickly become an expert of the product. Understand frequently asked questions and learn how to answer them by getting to know the product and its technology.
- Create support content such as support articles, video tutorials, and other information to make your job easier and help us scale
What are the required qualifications for a Sr. Customer Success Specialist?
- 2+ years of experience in a customer success position.
- Entrepreneurship and drive: We want people who are proactive self-starters who ask forgiveness, not permission.
- Technical curiosity and excitement: You enjoy exploring technology and consider it one of your hobbies.
- Customer empathy and an ability to adapt to customers with varying levels of technical skill.
- Strong communication
- You’ll be spending most of your day communicating with customers and with our team.
skills
Nice-to-haves:
- Prior experience with SaaS account
- Any CRM Tool
- Experience with CAD
- Knowledge of the home improvement industry
- Analytical skills and a love of data
Ninja Perks and Benefits
- 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
- Employee referral program
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.
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Mga kasanayang nabanggit
SupportNinja was founded in 2015 with the mission to help successful companies solve for scale by connecting them with a wider world of talent. This approach allows client companies to free up resources, extend their capacity, and accelerate growth. The company specializes in providing business process outsourcing (BPO) services, focusing on customer experience and back-office support for tech companies and startups globally. Initially concentrating on fast-growing technology companies in Silicon Valley, SupportNinja has since expanded its services to clients worldwide. Headquartered in Austin, Texas, SupportNinja also has significant operations in the Philippines, tapping into the business process outsourcing talent there. The company also has offices in Romania, further extending its 24/7 customer experience footprint and multilingual capabilities. SupportNinja offers a range of services including customer support, technical support, content moderation, data processing, finance and accounting, lead generation, and image editing. They pride themselves on an innovative omnichannel solution that provides businesses with comprehensive support. The company emphasizes a client-centric and employee-focused approach, striving for ongoing improvement, humility, transparency, and happiness. This is reflected in their commitment to investing in their agents' education and wellness to effectively meet demands and scale businesses. SupportNinja's 'Ninjas' are treated like members of the client's team and are trained across a wide range of software, brands, products, and policies. The company offers flexible solutions, allowing clients to either hand-pick and manage their outsourced team or let SupportNinja handle everything from talent sourcing to team management. This adaptability, combined with a focus on creating exceptional customer experiences, has led to significant growth, with the company experiencing over 250% growth over a recent three-year period. SupportNinja has been recognized for its services, including being named an Outsource Partner of the Year in the 2025 Excellence in Customer Service Awards and twice listed as one of the Inc. 500 fastest-growing companies in North America.
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