Customer Experience Specialist II

Writing; San Antonio (TX); On-site; USD 28,000 - 39,000; Full time

Job summary

SupportNinja is seeking a Customer Experience Specialist II to support complex customer inquiries and escalations across platform, transaction, and trust and safety workflows. You will assist with escalation handling, workflow coordination, and ongoing customer experience improvements across multiple channels.

The role requires responding via email, live chat, and community platforms, researching and resolving issues, and maintaining accurate records while adhering to policies and performance

Qualifications

• 2–3 years in customer support or related ops.
• Experience with live chat, email, or community platforms.
• Strong analytical and problem-solving abilities.
• Excellent written and spoken communication skills.
• Ability to manage multiple priorities in fast-paced settings.

Responsibilities

• Respond to customer inquiries through email, live chat, and community channels.
• Research and resolve complex account, transaction, wallet, or market-related issues.
• Support verification, onboarding, and account recovery workflows.
• Handle escalated customer concerns, VIP requests, and sensitive situations.
• Coordinate escalation workflows with Trust & Safety, Compliance, Risk, and other teams.
• Maintain accurate customer records and escalation documentation in support systems.

Skills

Customer support

Live chat support

Written communication

Verbal communication

Analytical skills

Problem-solving

Multitasking

Attention to detail

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience Specialist II

Service Delivery Full Time Hourly Texas, US

Work Setup: Onsite - San Antonio, TX

Employment Type: Full-Time

Job Summary: The Customer Experience Specialist II is responsible for supporting complex customer inquiries, escalations, and operational workflows across platform support, transaction support, and trust and safety-related activities. This role serves as an experienced support resource while assisting with escalation handling, workflow coordination, and customer experience improvement initiatives across multiple communication channels.

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

• Respond to customer inquiries through email, live chat, and community support channels
• Research and resolve complex account, transaction, wallet, trade, and market-related issues
• Support verification, KYC, onboarding, and account recovery workflows
• Handle escalated customer concerns, VIP user requests, and sensitive support situations
• Review and elevate suspicious activity, fraud indicators, abuse reports, and integrity concerns to appropriate internal teams
• Coordinate escalation workflows with Trust & Safety, Compliance, Risk, and operational teams
• Support SLA management, queue monitoring, and escalation tracking activities
• Document operational issues, support trends, and recurring customer concerns
• Assist with QA reviews, calibration sessions, and workflow improvement initiatives
• Support AI-assisted support workflows and operational process enhancements
• Maintain accurate customer records and escalation documentation within support systems
• Maintain knowledge of platform operations, customer workflows, escalation procedures, and organizational policies
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications of a Customer Experience Specialist II?

• Minimum of two (2) years to three (3) years of experience in customer support, customer experience, trust and safety, or a related operational role
• Experience supporting live chat, email, community support platforms, or digital operations environments
• Strong analytical, troubleshooting, and problem-solving skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities and escalations in fast-paced environments
• Ability to identify operational risks and elevate issues appropriately
• Strong organizational skills and attention to detail
• Experience supporting QA, SLA management, or workflow improvement activities preferred
• Adaptable, proactive, and customer-focused approach to operational support responsibilities

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.