Customer Operations Specialist

SupportNinja; Metro Manila; Remote; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Competitive Compensation Package

Day 1 Health Coverage: HMO

Free Dependent Coverage

Financial Protection: Life Insurance &

Retirement Savings Program

Generous Time Off

100% Remote Setup

Professional Growth

Job summary

SupportNinja is actively seeking a tech-minded Customer Operations Specialist to power the operational backbone of a fast-growing global leader. This remote role connects customers with engineering and account teams, managing workflows, AI-enabled interactions, and data accuracy to ensure service continuity.

You will document interactions in CRM, handle escalations, and support cross-functional coordination with meticulous attention to detail.

Qualifications

• Minimum of two years in customer ops or related role in a multi-channel environment.
• Experience working within SLA-driven support environments and handling multiple interactions.
• Familiarity with troubleshooting workflows and escalation processes for technical issues.
• Proficiency with CRM systems, ticketing platforms, and team collaboration tools.
• Strong written and verbal English communication skills with ability to convey technical information clearly.

Responsibilities

• Omni-channel workflow management across chat, inbox, and calls with SLA adherence.
• AI & automation monitoring to ensure smooth transitions between AI and live support.
• Documentation of customer interactions and outcomes in CRM and internal platforms.
• Technical troubleshooting and escalation documentation with reproduction steps.
• Communicate technical updates and progress to customers clearly.
• AI system improvement by providing feedback on inaccuracies.
• Knowledge base maintenance and updates to strengthen self-service.
• Coordinate with Customer Success for follow-ups and introductions.
• Assist with billing-related requests and account verification.
• Maintain accurate CRM records and update account details as needed.
• Track performance metrics and drive continuous improvement.
• Collaborate with other departments while upholding policies.

Skills

CRM systems

Multi-channel support

SLA management

Technical troubleshooting

Communication skills

Documentation

Cross-functional coordination

Tools

Ticketing platforms

Team collaboration tools

Job description

Ready to sit at the exact intersection of customer experience, engineering, and next-gen AI workflows? SupportNinja is looking for a tech-minded Customer Operations Specialist to help power the operational backbone of a fast-growing global leader. If you thrive on solving complex technical puzzles, refining smart automation systems, and delivering flawless multi-channel support, your next big career move starts here.

• Work Setup: Remote

• Schedule: 9:00 AM – 6:00 PM EST, Monday – Friday

• Equipment: BYOD + Mobile Device (Optional)

• Start Date: October 14, 2026

Job Summary:

The Customer Operations Specialist is responsible for supporting the operational connection between customers, engineering, account management, and internal stakeholders. This role manages customer support workflows, assists with issue resolution, supports AI-enabled customer interactions, and maintains CRM and operational data accuracy to ensure service continuity, operational efficiency, and seamless cross-functional coordination.

What does a day in the life of a Customer Operations Specialist look like?

• Omni-Channel Workflow Management: Manage omni-channel customer support workflows, including chat, inbox, and call channels, ensuring timely responses and adherence to established SLA targets while maintaining positive customer experience outcomes.

• AI & Automation Monitoring: Monitor CRM dashboards and automated workflows to ensure smooth transitions between AI-driven interactions and live support, maintaining accurate documentation and service continuity.

• Documentation & Record Keeping: Document customer interactions, call outcomes, and operational updates in CRM systems and internal communication platforms to maintain visibility and coordination across teams.

• Technical Troubleshooting & Escalation: Assist with technical troubleshooting by gathering relevant information, validating reported issues, and preparing escalation documentation with reproduction steps and supporting details for engineering teams.

• Customer & Technical Communication: Communicate technical updates and resolution progress to customers in clear, understandable language to ensure transparency and manage expectations.

• AI System Improvement: Review AI-supported interactions to identify potential inaccuracies and provide feedback to support system improvement and operational consistency.

• Knowledge Base Maintenance: Support knowledge base maintenance by identifying documentation gaps and assisting in the creation or updating of help center resources to strengthen self-service support.

• Account Management Coordination: Coordinate customer follow-ups and support transitions to Customer Success Managers when needed, including scheduling meetings and facilitating introductions.

• Billing Support: Assist with billing-related requests such as plan adjustments, basic proration calculations, and account verification to ensure billing accuracy.

• CRM Record Management: Maintain accurate customer records within CRM and operational systems by updating account details based on support activity and operational changes.

• Performance Tracking & Continuous Improvement: Track operational metrics including response times, ticket resolution, and customer feedback to support performance monitoring, continuously improving knowledge of products, services, and processes through training modules.

• Cross-Departmental Collaboration: Collaborate with other departments as needed while adhering to company policies and maintaining a positive, empathetic, and professional attitude toward customers and colleagues at all times.

What Does a Qualified Candidate Look Like?

Must Haves / Non-Negotiable:

• Experience: Minimum of two (2) years of experience supporting customer operations, customer support, or customer success functions in a multi-channel support environment.

• SLA & Multi-Tasking: Proven experience working within SLA-driven support environments and managing multiple customer interactions simultaneously.

• Technical Troubleshooting: Familiarity with troubleshooting workflows and escalation processes for technical issues.

• Systems Proficiency: Proficiency with CRM systems, ticketing platforms, and team collaboration tools.

• Communication Skills: Strong written and verbal English communication skills with the ability to convey technical information clearly to non-technical audiences.

• Detail & Documentation: Strong attention to detail with the ability to maintain accurate system documentation and customer records.

• Prioritization & Coordination: Ability to prioritize tasks and coordinate effectively with cross-functional teams.

Nice to Haves / Preferred:

• AI & Knowledge Management: Experience supporting AI-assisted support tools, automation workflows, or knowledge management systems.

Ninja Perks & Benefits

• Competitive Compensation Package

• Day 1 Health Coverage: HMO coverage starting on your very first day.

• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.

• Financial Protection: Life Insurance coverage and a Retirement Savings Program with company matching.

• Generous Time Off: Paid time off (PTO) plus birthday leave so you can rest, recharge, and celebrate your special day.

• 100% Remote Setup: Work comfortably from home

• Professional Growth: Opportunities for skills training and personal and professional development to support your continued growth.

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, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.