SupportNinja

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procurement

SupportNinja is a custom outsourcing solutions provider that specializes in enhancing customer experiences through tailored services like customer support, technical support, content moderation, and data processing. By leveraging advanced technology and a flexible, people-first approach, SupportNinja helps businesses scale efficiently and achieve their growth objectives while maintaining high-quality service delivery. With a global team and a commitment to fostering strong client partnerships, they enable companies to navigate their operational challenges smoothly and effectively.

• Determines cost of operations by establishing standard costs; reviews historical data and benchmark market costs to ensure costs are reasonable
• Identifies financial status by comparing and analyzing actual results with plans and forecasts.
• Improves financial status by analyzing results; monitoring variances; identifying trends; recommending actions to management.
• Reconciles transactions by comparing and correcting data.
• Recommends actions by analyzing and interpreting data and making comparative analyses; studies proposed changes in methods and materials.
• Protects operations by keeping financial information confidential.
• Reports budget vs actual expenditures by presenting comparative reports of procurement transactions.
• Guides cost analysis process by establishing and enforcing policies and procedures; providing trends and forecasts, explaining processes and techniques; recommending actions.
• Analyzes all billing procedures of vendors and identifies opportunities for the Company’s benefits.
• Provides assistance to the Supervisor - WPE Procurement on a reportorial and administrative support capacity.
• Collaborates with the Supervisor - WPE Procurement to prepare vendors’ KPIs and SLAs.
• Spearheads end-to-end vendor management processes; Handles vendor requirements, State of Work (SOW), Non Disclosure Agreement (NDA), and Vendor Accreditation.
• Researches profitable suppliers and initiates procurement partnerships; follows sets guidelines in partnership acquisition to ensure full compliance to all legal requirements.
• Supports monthly and quarterly reconciliation of reports with Finance team.
• Perform other duties as assigned.

Procurement Associate

Procurement Associate managing vendor relationships and analyzing procurement finances. Collaborating on vendor KPIs and facilitating end-to-end vendor management processes.

support-engineer

• Provide basic technical support to customers experiencing technical issues
• Identify and troubleshoot technical problems and provide timely and effective solutions
• Communicate technical solutions to non-technical customers clearly and concisely
• Ensure accurate ticket triaging and document customer interactions in CRM system
• Reach out to customers after initial contact to ensure issues are resolved and provide additional support
• Escalate complex issues to higher-level team members as necessary
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes through training
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues

Technical Support Representative

Provide technical support via phone, chat, and email for SupportNinja clients. Troubleshoot, triage tickets, escalate complex issues, and meet KPI targets.

data-entry

• Collect, clean, organize, and process sets of basic data from various sources
• Validate the accuracy and completeness of the structured datasets
• Maintain data integrity and security
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes via training
• Collaborate with other departments to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

Data Processor

Data Processor at SupportNinja processing and validating datasets, maintaining data integrity, collaborating with teams to meet KPIs.

analyst

• Responsible for detecting, preventing, investigating, recovering, and resolving fraud by performing detailed monitoring of moderate to complex account activity and processes
• Oversees compliance with security standards in the organization
• Responsible for the prevention and detection of potential within the company operations
• Conducting Risk Assessment
• Conducting Technology Profiling
• Conducting Audit
• Identifies system improvements to prevent fraudulent activities
• Performs risk assessment for each account and create risk acceptance documents
• Determines existing fraud trends by analyzing accounts and transaction patterns
• Recommends standards, policies, and/or procedures to correct deficiencies
• Ensures identified risks and/or problems are clearly documented
• Responsible for resolving fraud cases
• Regularly generates suspicious activity reports and risk management reports
• Document changes in process flow within the organization
• Ensure alignment of security standards within the organization
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

IT Fraud Analyst

IT Fraud Analyst preventing and investigating fraud at SupportNinja. Conducting risk assessments, technology profiling, audits, and generating suspicious activity reports.

manager

• Oversee day-to-day operations to ensure delivery of exceptional services to clients
• Lead and manage a team of managers, supervisors, team leaders, and frontline associates
• Set performance expectations, provide coaching and mentorship, and conduct performance evaluations
• Monitor and analyze operational performance metrics, KPIs, and service level agreements (SLAs)
• Identify root causes of operational issues and implement corrective and preventive actions
• Foster a positive and engaging work environment that promotes teamwork and employee development
• Identify and address training and development needs
• Provide strategic direction and guidance to achieve operational goals and objectives
• Develop and implement operational strategies, policies, and procedures to optimize efficiency and productivity
• Monitor industry trends and technological advancements to drive operational innovations
• Build and maintain strong relationships with clients; act as primary point of contact for operational matters
• Understand client requirements and regularly engage to ensure satisfaction and explore growth opportunities
• Manage operational budgets, forecasting, and resource allocation; monitor financial performance and identify cost savings
• Identify opportunities for process improvement, streamlining, and automation
• Identify and assess operational risks, implement mitigation plans, and monitor risk exposure
• Collaborate with other departments to ensure seamless service delivery and client satisfaction
• Adhere to company policies and procedures and meet or exceed performance targets
• Participate in training programs and continuous learning modules to improve knowledge of products and processes
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

Senior Service Delivery Manager

Lead hybrid service delivery teams, manage KPIs, SLAs, budgets, and client relationships at SupportNinja

SupportNinja

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