Customer Success Specialist

4 days ago

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SupportNinja

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SupportNinja is a global outsourcing company that specializes in providing customer experience solutions, including customer support, technical customer support, content moderation, and data processing. They combine cutting-edge technology with a people-first culture to deliver tailored, agile services that enable businesses to scale efficiently and achieve their goals without rigid long-term contracts. With a strong focus on flexibility and customization, SupportNinja helps clients navigate growth by connecting them with expert talent and resources across various industries.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 $500k Seed Round on 2015-04

📋 Description

• 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

🎯 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 • Previous experience in the call center environment (helpful, but not required) • Experience in the SaaS industry (helpful, but not required) • Experience supporting customers via phone calls, chat and email (helpful, but not required) • Familiar with CRM systems and practices (helpful, but not required)

🏖️ Benefits

• Competitive compensation • Medical insurance • 21 Days Annual Leaves • Remote work allowance (400 lei/month) • Meal tickets (15 lei/working day) • Opportunities for skills training and personal and professional development • Employee Referral Program • Experience infinite fun so you can have infinite growth.