Job Description
Title: Account Support Lead (Onboarding)
Location: National Capital Region
Type: Full Time
Workplace: remote
JobDescription:
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.
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.
- Handle support tickets via email (Zendesk) or support calls (GMeet/Zoom)
- 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 Monday.com)
- 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.
- Good-to-have people and client management experience.
Preferred Qualification/s:
- Zendesk, Monday.com or/and Django backend software experience