Jr. Customer Onboarding Specialist
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*OPEN TO REMOTE WORK ARRANGEMENTS

 

Company Overview

 

As the fastest growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

 

What does this mean?

 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

 

Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest growing private companies in the US, one of the fastest growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

 

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

 

Main Duties and Responsibilities

 

This role is an introduction to BPO onboarding, a blend of project management and relationship management. This individual should be an organized self starter, possess excellent interpersonal skills, curiosity and/or knowledge of customer relationship management, with a desire to learn something new everyday. This person will be a problem solver that loves tracking deliverables to their completion.

 

  • Developing strong cross-functional relationships to resolve end to end operational issues and bringing the global team together to collectively own the end-to-end customer experience in their onboarding/implementations journey
  • Document process needs and establish methods for tracking progress
  • Continuously learn about the client experience skillset/knowledge to provide alternate solutions when opportunities arise
  • Passionate about connecting people across geographic boundaries.
  • Provides actionable feedback for improvement/course correction internally and externally.
  • Keen attention to detail and an enthusiastic note taker
  • Identifies risks and provides solutions that allow for innovation and change.
  • Comfortable identifying unforeseen delivery delays or other complications, and facilitating suitable interventions.
  • Brainstorms with management/peers for best practices.
  • Professionally presents individually or to groups and hosts engaging client visits/Zoom meetings.

 

Qualifications

 

Must Have Skills/Experience

 

  • Bachelor's degree in business, management or similar.
  • 1-2 years related experience
  • Applicant must have the ability to travel a few times a year (once travel restrictions have been lifted)
  • Excellent verbal and written communication skills
  • Detail-oriented/ Resourceful / Self-Motivated
  • Ability to work independently and in a global team environment (experience working remotely)
  • Experience with Gsuite and Microsoft Office applications (Word, Excel, PowerPoint)
  • Great organizational and time-management skills.

 

Nice To Have Skills/Experience

 

  • Previous experience with project management and CRM Software a plus (especially Hubspot and Teamwork)
  • BONUS: Prior call center experience, (extra bonus if you’re familiar with working with BPOs), or experience in collaborating with offshore teams.
  • SaaS adoption/onboarding experience