SupportNinja

Support Engineer

• Provide first-line technical support to the global customer base
• Monitor and respond to support tickets through the ticketing system
• Perform initial troubleshooting and issue analysis
• Escalate complex issues to Tier 2 or Engineering when required
• Manage customer communication and provide timely updates according to SLA commitments
• Provide remote technical support to Field Service Engineers working onsite at customer locations

Technical Support Representative II, Italian, French, English

Team Leader

• Provide effective leadership and supervision to a team of representatives
• Set clear performance expectations and goals aligned with organizational objectives
• Coach, mentor, and motivate team members to enhance skills, performance, and professional development
• Foster a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues
• Monitor team performance and adherence to SLAs and KPIs
• Analyze team metrics and implement strategies to improve productivity and efficiency
• Collaborate with cross-functional teams to streamline processes and resolve operational challenges
• Monitor and improve customer service quality and customer satisfaction
• Stay updated with industry best practices and trends to drive process improvements and innovation
• Identify training needs and coordinate training sessions
• Ensure team members have necessary tools, resources, and information
• Collaborate with team leads and managers to share best practices and implement consistent processes
• Handle escalations, customer inquiries, and complaints as needed
• Participate in team meetings and organizational initiatives
• Provide reports on team performance
• Communicate with clients as needed
• Adhere to company policies and procedures
• Meet or exceed KPI performance targets
• Maintain knowledge of products, services, and processes through training and continuous learning
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

Technical Team Leader, English

• Provide first-line technical support to a global customer base
• Monitor and respond to support tickets through the ticketing system
• Perform initial troubleshooting and issue analysis
• Escalate complex issues to Tier 2 or Engineering when required
• Manage customer communication and provide timely updates in accordance with SLA commitments
• Provide remote technical support to Field Service Engineers working onsite at customer locations

Technical Support Representative II, Spanish, Italian, English

• Provide first-line technical support to the global customer base
• Monitor and respond to support tickets through the ticketing system
• Perform initial troubleshooting and issue analysis
• Escalate complex issues to Tier 2 or Engineering when required
• Manage customer communication and ensure timely updates according to SLA commitments
• Provide remote technical support to Field Service Engineers working onsite at customer locations

Bilingual Technical Support Representative II, Spanish, English

• Provide first-line technical support to a global customer base
• Monitor and respond to support tickets through the ticketing system
• Perform initial troubleshooting and issue analysis
• Escalate complex issues to Tier 2 or Engineering when required
• Manage customer communication and provide timely updates according to SLA commitments
• Provide remote technical support to Field Service Engineers working onsite at customer locations

Bilingual Technical Support Representative II, French, English

Bilingual Technical Support Representative II, Italian, English

• Provide first-line technical support to a global customer base
• Monitor and respond to support tickets through the ticketing system
• Perform initial troubleshooting and issue analysis
• Escalate complex issues to Tier 2 or Engineering when required
• Manage customer communication and provide timely updates in accordance with SLA commitments
• Provide remote technical support to Field Service Engineers while they work onsite at customer locations

Technical Support Representative II, Portuguese, English

Technical Support Representative II, Italian, Portuguese, English

• Provide first-line technical support to a global customer base
• Monitor and respond to support tickets through the ticketing system
• Perform initial troubleshooting and issue analysis
• Escalate complex issues to Tier 2 or Engineering when required
• Manage customer communication and ensure timely updates in accordance with SLA commitments
• Provide remote technical support to Field Service Engineers while they work onsite at customer locations

Bilingual Technical Support Representative II, German, English

Technical Support Representative II – Spanish, Portuguese, English

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, or chat, using a maximum of two communication channels
• Provide in-depth information about products and services
• Resolve complex customer issues in a timely and efficient manner
• Follow up with customers to ensure issues are resolved satisfactorily
• Accurately document customer interactions in the organization's CRM
• Handle escalated cases and ensure efficient resolution
• Manage high-pressure situations while maintaining professionalism and composure
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Participate in training programs and continuous learning modules
• Collaborate with other departments to resolve customer issues
• Provide customer support via phone and chat for a US tax-filing platform
• Handle tax filing and product-related inquiries, including refund status, filing requirements, tax documents, IRS statuses, W-2s, dependents, and other high-level tax questions
• Assist with account, payment, and basic product/app issues, including troubleshooting
• Explain tax and financial information and help customers understand required return information and documents
• Escalate more complex tax questions to a potential higher-tier tax professional

Customer Service Representative II – Seasonal

Account Manager

• Own and grow a portfolio of outsourcing advisors, consultants, and broker relationships
• Serve as the primary point of contact for referral partners
• Identify, recruit, and onboard new referral partners
• Manage the full referral lifecycle from intake and qualification through handoff to sales
• Track deal status and close the loop with referring partners
• Advocate internally for partner-sourced deals
• Coordinate with sales, solutions, and marketing teams to ensure fast turnaround and a strong prospect experience
• Educate partners on service offerings, technology stack, and points of differentiation
• Develop and execute partner engagement cadences, including check-ins, business reviews, newsletters, and co-marketing touchpoints
• Represent the organization at industry events, advisor conferences, and networking functions
• Track partner performance and referral pipeline in the CRM
• Report on partner-sourced pipeline, conversion rates, and revenue
• Collaborate with marketing on partner enablement content such as one-pagers, case studies, and battlecards
• Provide leadership with market feedback on partner needs, competitive positioning, and emerging trends

Partnership Manager

• Own and grow a portfolio of outsourcing advisors, consultants, and broker relationships
• Serve as the primary point of contact for partner relationships
• Identify, recruit, and onboard new referral partners
• Build a pipeline of advisory firms aligned with target verticals and deal sizes
• Manage the full referral lifecycle from intake and qualification through handoff to sales
• Track deal status and close the loop with referring partners
• Advocate internally for partner-sourced deals
• Coordinate with sales, solutions, and marketing to ensure fast turnaround and a strong prospect experience
• Educate partners on service offerings, technology stack, and points of differentiation
• Develop and execute partner engagement cadences, including check-ins, business reviews, newsletters, and co-marketing touchpoints
• Represent the organization at industry events, advisor conferences, and networking functions
• Track partner performance and referral pipeline in the CRM
• Report on partner-sourced pipeline, conversion rates, and revenue
• Collaborate with marketing on partner enablement content such as one-pagers, case studies, and battlecards
• Provide leadership with market feedback on partner needs, competitive positioning, and emerging outsourcing advisory trends

Accounts Payable

• Process vendor invoices accurately, ensuring proper approvals and timely payment
• Reconcile vendor statements and resolve discrepancies
• Process employee expense reports according to company policies
• Maintain accurate accounts payable records and documentation
• Respond to vendor inquiries and resolve payment-related issues
• Support month-end close activities related to accounts payable
• Assist with accounts payable audits by providing documentation
• Collaborate with Procurement and other departments on invoice coding and approvals
• Identify opportunities to improve accounts payable processes and efficiency
• Continuously improve knowledge of AP processes, financial controls, and industry best practices through training and learning initiatives
• Adhere to company policies and procedures and meet or exceed related KPI targets
• Perform other duties as assigned

Accounts Payable Specialist

Business Development Rep

• Respond promptly and professionally to new business opportunity inquiries via phone, email, or chat
• Identify and pursue new business opportunities within targeted markets and industries
• Generate high-quality leads through cold calling, email, social media, networking events, and other platforms
• Evaluate leads and opportunities against target-client fit and minimum criteria
• Initiate and maintain conversations with potential clients to understand their needs, challenges, and objectives
• Research products and services and communicate the value proposition to potential clients
• Foster collaborative client relationships through frequent communication and engaging conversations
• Track and manage sales activities, leads, and opportunities in CRM software
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve product, service, and process knowledge through training and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

Technical Support Representative II, Italian, French, English

Technical Team Leader, English

Technical Support Representative II, Spanish, Italian, English

Bilingual Technical Support Representative II, Spanish, English

Bilingual Technical Support Representative II, French, English

Bilingual Technical Support Representative II, Italian, English

Technical Support Representative II, Portuguese, English

Technical Support Representative II, Italian, Portuguese, English

Bilingual Technical Support Representative II, German, English

Technical Support Representative II – Spanish, Portuguese, English

Customer Service Representative II – Seasonal

Partnership Manager

Partnership Manager

Accounts Payable Specialist

Business Development Representative, Automotive