Sr. Customer Success Specialist | REMOTE

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

Benefits offered by this job

Government-mandated benefits

Retirement Savings Program

Life Insurance

Paid time off

Skills training and development

Employee referral program

Job summary

SupportNinja is hiring a Sr. Customer Success Specialist for a remote role in the Philippines. You will support customers through onboarding and ongoing use, prioritizing rapid response and a friendly demeanor.

The role requires 2+ years in customer success, a proactive mindset, and strong communication skills. You'll collaborate with product, engineering, and design to translate customer needs into actionable improvements and create scalable support content.

Qualifications

• 2+ years in customer success or equivalent role.
• Entrepreneurial mindset with proactive, self-starting attitude.
• Curiosity about technology and eagerness to learn."
• Customer empathy with ability to adapt to varied technical skills.
• Excellent written and verbal communication with customers.

Responsibilities

• Provide high-quality, personalized support to customers at every lifecycle stage.
• Build relationships by remembering customer names and business drivers.
• Communicate with customers via email, Slack, and phone.
• Choose the right channel for each customer and adapt tone.
• Prioritize time to support both solo operators and large enterprises.
• Solve problems without scripts or checklists.
• Collaborate with colleagues across teams for escalation and insights.
• Translate customer needs into actionable advice for product teams.
• Become product expert and document FAQs for scale.

Skills

2+ years in CS

Entrepreneurship & drive

Technical curiosity

Customer empathy

Strong communication

Tools

CRM Tool

CAD

Job description

Sr. Customer Success Specialist | REMOTE

Full Time Salary Philippines - Remote, PH 1 Attachments

Work Set-up:Remote - Philippines

Start Date:TBD

Schedule: 10PM - 7AM Manila

Equipment: BYOD

What does a day in the life ofa Sr. Customer Success Specialist look like?

• Provide high-quality, personalized support to customers at every stage of their lifecycle, including pre-sale, onboarding, and ongoing use, with a focus on rapid response, accurate information, and a friendly demeanor.
• Build relationships with customers. When a regular customer contacts you, remember their name and know what makes their business tick.
• Comfortably communicate with customers over email, Slack, and on the phone.
• Choose the right communications channel for each customer and adapt your style accordingly.
• Prioritize where you spend your time, while making sole proprietors and large enterprise customers alike fanatical supporters of our product.
• Solve problems without a script or checklist.
• Get to know your colleagues across the company so you’ll know who to escalation issues to.
• Translate common customer needs into actionable advice for product management, engineering, and design to build a better product. Know how to talk to everyone, from engineers to finance to the CEO. You'll work closely with them all.
• Quickly become an expert of the product. Understand frequently asked questions and learn how to answer them by getting to know the product and its technology.
• Create support content such as support articles, video tutorials, and other information to make your job easier and help us scale

What are the required qualifications for a Sr. Customer Success Specialist?

• 2+ years of experience in a customer success position.
• Entrepreneurship and drive: We want people who are proactive self-starters who ask forgiveness, not permission.
• Technical curiosity and excitement: You enjoy exploring technology and consider it one of your hobbies.
• Customer empathy and an ability to adapt to customers with varying levels of technical skill.
• Strong communication skills: You’ll be spending most of your day communicating with customers and with our team.

Nice-to-haves:

• Prior experience with SaaS account
• Any CRM Tool
• Experience with CAD
• Knowledge of the home improvement industry
• Analytical skills and a love of data

Ninja Perks and Benefits

• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Opportunities for skills training and personal and professional development
• Employee referral program

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

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.