Customer Success Specialist

About This Role

Join SupportNinja's fun-forward culture and provide world-class service to customers through various channels. We're obsessed with growth—from enabling companies to flourish, to helping careers bloom.

Responsibilities

• Guide new customers through the onboarding process, ensuring a smooth transition and setup of 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 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 sales, product, and technical teams to ensure customer needs are met

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

Nice to Have

• 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

Benefits

• Competitive compensation
• HMO on day 1
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off and birthday leave
• Opportunities for skills training and professional development
• Government-mandated benefits