Remote Customer Operations & AI Workflow 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

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.