Customer Service Representative (SaaS)

Quezon City
SupportNinja Careers – Customer Support /
Full Time /
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. 
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. 
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

This is an onsite position at The Sanctum, North EDSA, Quezon City

The Customer Service Representative is responsible for handling incoming customer inquiries via phone, email, or chat and resolving customer issues in a timely and professional manner.

What does a day in the life as a Customer Service Representative look like?

    • Communicate with customers over email, chat, and phone
    • Triage Inbound Support tickets by categorizing them according to predefined requirementsManage and resolve Tier 1 Tickets, escalate Tier 2 tickets to Tier 2 team and file Jira tickets for the R&D team.
    • Work with the Education team to create knowledge articles for the customers.
    • Become a product expert and provide customers with best practices on product usage.
    • Bring your creative thinking, strategies, and ideas to advance growth
    • Learn from others and develop yourself as a customer service professional

What are the required qualifications for a Customer Service Representative?

    • 1 - 2 years of experience in a successful customer support role
    • Must have experience in supporting a SaaS product
    • Have excellent verbal and written communication skills in English
    • Available to work in rotating shifts to support our 24/7 coverage
    • Familiar with Zendesk and Jira
    • Someone who enjoys talking to people
    • A great communicator who can easily explain complex issues
    • Have a customer-focused attitude and put customers first in all interactions
    • Goal-oriented, motivated, and able to adapt quickly
    • High level of organization and great attention to detail
    • Uses a great sense of humor to overcome any obstacle
    • Managing and resolving support tickets is a breeze for you
    • Must be willing to work onsite at The Sanctum, North EDSA, QC

Ninja Perks and Benefits
*Full time employees
     Competitive compensation
     Adherence to government-mandated benefits
     Retirement Savings Program with Company Matching
     Life Insurance
     HMO on day 1
     Paid time off, birthday leave
     Bonus and incentive plans
     Opportunities for skills training and personal and professional development
     Employee Referral Program
     Beautiful office space (for onsite employees)
     Free lunch provided daily (for onsite employees)
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.