Customer Operations Specialist — AI-Driven Billing & Support

SupportNinja; Hinoba-an; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Competitive Compensation

Retirement Savings Program

Life Insurance Coverage

HMO activated starting on your very第一?

Job summary

SupportNinja in Clark, Pampanga is seeking a Customer Operations Specialist to manage multi-channel support workflows, ensure billing and work order accuracy, and bridge customers, engineering, and account management.

You will oversee CRM dashboards, assist with issue resolution, and maintain data accuracy while adhering to service levels. The role emphasizes proactive communication, documentation discipline, and smooth transitions to Customer Success.

Qualifications

• Minimum of two years supporting customer operations or customer support in a multi-channel environment.
• Experience working under SLA-driven support frameworks and with CRM/ticketing tools.
• Ability to document interactions clearly and maintain accurate records.

Responsibilities

• Omni-Channel Support: handle inquiries across chat, email, and calls with timely responses.
• AI & CRM Oversight: monitor CRM dashboards and ensure smooth handoffs between AI and live agents.
• Accurate Documentation: log interactions and updates clearly in CRM and internal tools.
• Technical Troubleshooting & Escalations: collect details and prepare escalation packages for engineering.
• Customer Communication: keep customers informed with clear, non-technical language.
• AI Quality Control: audit AI-assisted interactions and provide feedback to improve accuracy.
• Knowledge Base Support: update help content and identify documentation gaps.
• Customer Success Transitions: coordinate follow-ups and introductions for seamless handoffs.
• Billing & Account Assistance: handle billing requests and verifications.
• Work Order Review & Validation: verify invoices against scope and rate agreements.
• Paperwork Control: reject incomplete paperwork with documented reasons.
• Vendor & Backlog Management: liaise with vendors to close missing items and reduce backlog.
• Core Tool Utilization: use D365/Dynamics, Outlook, Avaya Cloud, and Nanonets daily.

Skills

CRM expertise

Multi-channel support

SLA adherence

Communication skills

Tools

D365/Dynamics

Outlook

Avaya Cloud

Nanonets

Job description

SupportNinja in Clark, Pampanga is seeking a Customer Operations Specialist to manage multi-channel support workflows, ensure billing and work order accuracy, and bridge customers, engineering, and account management.

You will oversee CRM dashboards, assist with issue resolution, and maintain data accuracy while adhering to service levels. The role emphasizes proactive communication, documentation discipline, and smooth transitions to Customer Success.