Customer Success Specialist

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 grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. 

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

The Customer Success Specialist is an integral part of the team, liaising directly with law firms and managing client relations for our financial services software, Funder Software. This role is pivotal in maintaining effective communication, ensuring timely billing, and providing comprehensive support to newly onboarded customers.

Note: Training will be Onsite at the Sanctum, North EDSA, QC then at least once a month meeting onsite.

What does a day in the life as a Customer Success Specialist look like?

• Assist software users in understanding our software built for legal funders, medical funders involved in the personal injury space.
• Attend product training sessions with the team manager to ensure clients are fully equipped to use the software effectively.
• Answer client inquiries via zendesk. 
• Assist with setting up software contracts, including assisting with interest accrual calculations.
• While we can train members on this, some previous experience with collections or billing or lending is preferable. 
• Maintain a tracking system for recently onboarded clients, ensure all their onboarding steps are completed
• Handle requests for demo calls, track them via Pipedrive, and coordinate follow-up communications including sending calendar invites.
• Maintain professional communication with clients through email and Zoom to ensure a high level of client service and support.
• This includes answering tickets sent via Zendesk Support or handling calls using VoIP tool (Dialpad) or video conferencing

What are the required qualifications for a Customer Success Specialist?

• At least 2-3 years of experience in client services, customer support, or a related role, preferably within the financial services or legal industry or collections.
• Proficiency in using CRM platforms (e.g., Pipedrive), project management tools (e.g., monday.com), and support ticket systems (e.g., Zendesk).
• Strong proficiency in Microsoft Office Suite (Word and Excel) as well as in Google Suite tools (Mail, Meet, Calendar, Docs, Sheets, Slides)Familiarity with financial services software, lending, or legal case management software is an advantage.
• Excellent verbal and written communication skills
• Ability to communicate complex technical information clearly to non-technical clients.
• Enthusiasm in client calls including positive attitude, smiling, assisting client to be excited about the software Experience in tracking and managing client processes and ensuring timely completion of all tasks.
• Experience in conducting virtual meetings, including video conferencing and screen sharing (e.g., Zoom or Google Meet).Strong problem-solving skills with the ability to manage escalations and resolve issues efficiently.
• Detail-oriented with a focus on accuracy in record-keeping and reporting.
• Ability to work independently and as part of a team.
• Flexibility to adapt to changing priorities and client needs.
• A proactive approach to identifying and addressing potential issues before they escalate.
• Willing to work on a night shift
• Can start ASAP

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

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.