SupportNinja

Savvy Admin PROD

**Work Setup: ** Onsite - San Antonio, TX

**Employment Type: **Full-Time

**Job Summary: **The **Customer Experience Specialist II ** is responsible for supporting complex customer inquiries, escalations, and operational workflows across platform support, transaction support, and trust and safety-related activities. This role serves as an experienced support resource while assisting with escalation handling, workflow coordination, and customer experience improvement initiatives across multiple communication channels.

**What does a day in the life of a Customer Experience Specialist II look like? **

- Respond to customer inquiries through email, live chat, and community support channels

- Research and resolve complex account, transaction, wallet, trade, and market-related issues

- Support verification, KYC, onboarding, and account recovery workflows

- Handle escalated customer concerns, VIP user requests, and sensitive support situations

- Review and escalate suspicious activity, fraud indicators, abuse reports, and integrity concerns to appropriate internal teams

- Coordinate escalation workflows with Trust & Safety, Compliance, Risk, and operational teams

- Support SLA management, queue monitoring, and escalation tracking activities

- Document operational issues, support trends, and recurring customer concerns

- Assist with QA reviews, calibration sessions, and workflow improvement initiatives

- Support AI-assisted support workflows and operational process enhancements

- Maintain accurate customer records and escalation documentation within support systems

- Maintain knowledge of platform operations, customer workflows, escalation procedures, and organizational policies

- 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

**What are the required qualifications of a Customer Experience Specialist II? **

- Minimum of two (2) years to three (3) years of experience in customer support, customer experience, trust and safety, or a related operational role

- Experience supporting live chat, email, community support platforms, or digital operations environments

- Experience handling escalations, sensitive incidents, or VIP customer support scenarios preferred

- Strong analytical, troubleshooting, and problem-solving skills

- Strong written and verbal communication skills

- Ability to manage multiple priorities and escalations in fast-paced environments

- Ability to identify operational risks and escalate issues appropriately

- Strong organizational skills and attention to detail

- Experience supporting QA, SLA management, or workflow improvement activities preferred

- Adaptable, proactive, and customer-focused approach to operational support responsibilities

**Ninja Perks and Benefits **

- Competitive compensation

- Medical, dental and vision insurance

- Paid time off, birthday leave

- Opportunities for skills training and personal and professional development

- Employee Referral Program

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**Disclaimer: **

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.

Customer Experience Specialist II

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