Frequently Asked Questions

‍SupportNinja’s aims to have an extensive 30-day curriculum, knowledge database, and learning management system in place by the time the candidates have been recruited. ‍Training is conducted through a combination of online, self-study, and classroom learning by your own dedicated training manager. This is to ensure that Ninjas are at 50% in their second week of training. After the 30 day training period, Ninjas are fully capable of handling tickets and hitting full KPIs. ‍

Note: Training is ongoing which means Ninjas will be challenged with new materials and assessments throughout the lifetime of the account and, in addition, have access to free courses through NinjaLearn, our learning management system (LMS).

SupportNinja will meet with your company daily, weekly, and/or monthly to discuss trends, coaching results, and key reports. We recommend starting with weekly meetings for the first 90 days, then moving to a bi-weekly meeting after 90 days. Frequency is determined by your company's specific needs so we are happy to customize a cadence that works for you.

All of our customer success services are designed around promoting sustainable business growth. Because we’ll handle recruitment and providing support, crucial company resources are going to be freed up for you. You can then leverage that new capacity by repurposing key elements to product or service development. And while you work on getting new competitive advantages, your Ninjas will foster memorable customer experiences. Everything goes hand in hand.

‍SupportNinja will work with your company to understand your internal process escalation standard operating procedure (SOP) and follow your any established guidelines. If, however, you do not have guidelines already established, we will help create those SOPs using our industry knowledge and utilizing best practices to establish an escalation process that feels comfortable to you and matches your support goals.

No - so you don't have to worry about hidden additional costs, such as setup fees. Setup is absolutely free!

Completely up to you! As of right now, we can form teams for you in the US, the Philippines, Romania, or Ireland. It’s only a question of your business’s priorities and preferences.

We support more than 10 languages around the world to support content moderation as well as our other services, but can also secure talent with native support in additional languages should your scope of service be more expansive.

If you already have guidelines for what an escalation should look like, we can follow those. If you need our industry knowledge though, we’re eager to develop an escalation SOP that adheres to best practices and makes sense for your business. We always strive to work together with our clients and provide an escalation process that’s perfectly fit to create a positive CX.