Senior SaaS Support Specialist - Remote & Flexible Hours

SupportNinja; United States; Remote; USD 45,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation

Retirement Savings with Company Match

Life Insurance

HMO on day 1

Paid time off and birthday leave

Bonus and incentive plans

Skills training and development

Employee Referral Program

Job summary

SupportNinja is hiring a Technical Support Representative for remote work in the United States. You will resolve customer inquiries via email and other channels, troubleshoot issues across mobile apps and web, and drive improvements in processes and documentation.

The role emphasizes empathy, data-informed decisions, and collaboration with Product and Engineering. The ideal candidate has 3+ years in technical support, strong communication, and a customer-first mindset.

Qualifications

• 3+ years of experience in technical support or related customer-facing role.
• Experience supporting web-based and mobile applications.
• Excellent written and verbal communication with a customer-first mindset.
• Strong troubleshooting, critical thinking, and problem-solving abilities.
• Able to learn new software quickly and navigate multiple platforms.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience creating and maintaining SOPs or documentation.
• Experience maintaining internal knowledge bases or repositories.

Responsibilities

• Respond to customer inquiries via email and other channels while meeting SLAs.
• Troubleshoot account, billing, subscription, and technical issues across apps and web.
• Provide clear, empathetic guidance to help customers resolve issues.
• Own customer concerns from first contact to resolution; escalate when needed.
• Monitor support trends and identify recurring pain points.
• Communicate insights to Product, Engineering, and internal stakeholders.
• Help improve CX by recommending solutions based on data and feedback.
• Collaborate with teams to share knowledge and maintain consistent support practices.
• Assist during product launches, incidents, and updates with customer impact feedback.
• Develop, document, and maintain SOPs for scalable support processes.
• Maintain and improve internal knowledge base and customer-facing content.
• Identify opportunities to streamline workflows and automate repetitive tasks.
• Refine support processes, templates, and communications for quality and consistency.
• Participate in continuous improvement initiatives for customers and teams.

Skills

Customer-facing support

Written & verbal communication

Troubleshooting

Problem solving

Trend analysis

SOPs & documentation

CRM platform knowledge

Multi-system navigation

Organizational skills

Tools

Zendesk

Salesforce

Freshdesk

Job description

SupportNinja is hiring a Technical Support Representative for remote work in the United States. You will resolve customer inquiries via email and other channels, troubleshoot issues across mobile apps and web, and drive improvements in processes and documentation.

The role emphasizes empathy, data-informed decisions, and collaboration with Product and Engineering. The ideal candidate has 3+ years in technical support, strong communication, and a customer-first mindset.