Onsite CX Specialist II: Escalations & Trust Ops

SupportNinja; 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

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