Account Onboarding Support Lead

Metro Manila / Taguig City / Work From Home, Philippines
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 a work-from-setup position but the training is onsite for two weeks at The Foundry, BGC, Taguig.

What does a day in the life as an Account Support Lead look like?

    • Act as the main point of contact for key accounts, responding to inquiries and resolving any issues in a timely and professional manner
    • Maintain a deep understanding of the company's SaaS products (Funder Software and Law Firm Portal)
    • Address client inquiries, concerns, and issues promptly, coordinating with the support and technical teams when necessary.
    • Provide product demonstrations and training to clients, helping them get the most out of our software
    • Coordinate with cross-functional teams to ensure client requests and issues are resolved efficiently
    • Closely follow process workflows and support in implementing initiatives and projects as directed by leadership.
    • Maintain accurate records of client interactions and activities using CRM tools provided (Zendesk and
    • Solicits and readily accepts constructive feedback
    • Eager to  learn new systems and processes
    • Demonstrates close attention to detail and thorough review of one’s work with a focus on quality
    • Understands the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability
    • Solutions-focused, viewing challenges as an opportunity to resolve problems and work through them
    • Exhausting available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed

What are the required qualifications for an Account Support Lead?

    • Must have excellent communication skills, as the role involves client-facing responsibilities.
    • Must have solid experience in onboarding and client support.
    • Must have experience with Zendesk or 
    • Experience with people and client management is a plus
    • Django backend software experience is a plus

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.