Customer Success Specialist at SupportNinja Inc.

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?

• Serve as a primary responder for customer questions generated from proactive communications and automated journeys.

• Provide product support, best-practice guidance, and configuration explanations.

• Join calls with escalated customers to reinforce product understanding and adoption.

• Act as a “translator” between customer goals and Gladly functionality (without deep technical ownership).

• Build and maintain a strong understanding of how Gladly works end-to-end.

• Speak confidently about available capabilities at a high level.

• Triage technical questions appropriately and partner with Technical Support when deeper expertise is required.

• Assist with light product troubleshooting during early adoption phases.

• Reinforcing value and best practices ahead of renewal cycles.

• Partnering closely with Katie and the Renewals Manager.

• Contribute to customer health signals, but does not own renewals or commercial negotiations.

• Support to deepen product knowledge and assist with L1 inquiries as needed during downtime

What are the required qualifications for a Customer Success Specialist?

• SaaS industry experience (required)

• Prior experience in: Customer Success, Customer Support, Implementation, or Enablement preferred.

• Strong ability to explain product concepts clearly to non-technical audiences.

• Technical familiarity (contextual, not expert-level): Awareness of APIs and authentication concepts.

• Comfort working cross-functionally in a fast-moving environment.

Having these qualifications are helpful, but not required

• Previous experience in the call center environment

• Salesforce experience.

• Exposure to CX, support tooling, or customer engagement platforms.

• Experience supporting customers via phone calls, chat and email

• Familiar with CRM systems and practices

Ninja Perks and Benefits

• Competitive compensation

• Beautiful facility & Free Meals for onsite positions

• 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

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: https://alpharun.com/i/BTGXwDinxqEgvicLb9FPO

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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