Customer Experience Specialist II: Escalations & Trust

SupportNinja; San Antonio, Northern (TX, KY); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental and vision insurance

Paid time off

Opportunities for skills training

Job summary

SupportNinja in San Antonio, TX is seeking a Customer Experience Specialist II to support complex customer inquiries and operational workflows. This role includes responding to customer inquiries through multiple channels and handling escalations while ensuring a positive customer experience.

The ideal candidate will have 2-3 years of customer support experience and strong problem-solving skills. Benefits include competitive pay and comprehensive insurance coverage.

Qualifications

• Minimum of 2-3 years experience in customer support or related operational role.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to manage multiple priorities in fast-paced environments.

Responsibilities

• Respond to customer inquiries through various support channels.
• Support escalation workflows and customer experience improvement initiatives.
• Document operational issues and customer concerns.

Skills

Problem-solving skills

Analytical skills

Organizational skills

Communication skills

Customer-focused

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

Full Time Salary Texas, US

30+ days ago Requisition ID: 3728

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 escalate 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 escalate 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

Ninja Perks and Benefits

Competitive compensation

Medical, dental and vision insurance

Paid time off, birthday leave

Opportunities for skills training and personal and professional development

Employee Referral Program

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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.