Frequently Asked Questions

No, we also have employees with a work-from-home arrangement as well. We believe in giving each and every Ninja the peace of mind and the respect that they deserve. Job satisfaction is a critical point for our company. This includes creating remote working arrangements in some cases. Not to worry though, as the safety of your business’s and your customers’ information is always guaranteed. We have annual compliance refresher courses.

That wholly depends on the needs of your business. For example, we can set up an outsourced team for:

• Tier 1, 2, & 3 Technical Customer Support
• Advanced Product Troubleshooting
• Remote Product Assistance

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The short answer is no, as, you will ultimately need to choose whether you would like for SupportNinja to manage the service, or whether you would like to manage and oversee the service (but rely on us for all sourcing, hiring, onboarding and logistics).  There are two distinct solution styles we offer, both sets have unique service benefits entirely crafted to either end of the management scale our clients prefer and how much oversight you would like us to have. We are happy to walk you through the benefits and nuances of both solution types and advise you on the optimal approach depending on your specific business needs and current operating model.

There are no hidden costs when you work with us. Pricing is flat, transparent, and all-inclusive, regardless of specific SLA conditions.

Professional services is indeed a broad umbrella as our capabilities extend across various industries and lines of business.  Many roles that require specialized training to help keep your business running day-to-day, but come with significant costs for full-time in-house staffing, can be outsourced as a flexible service line. If you have any additional pain points beyond the traditional customer support needs, we can work with you to find the right talent to service as an extension of your team and flexibly cover that business gap.

Our pricing model is simple and transparent by design. A fixed rate is applied to each of your team members based on experience level, qualifications, and technical skills. There are no hidden costs or fees, just a simple monthly rate for each Ninja. We have separate rate cards for each of our distinct service models, depending on if you prefer for us to manage your team or if you prefer to manage them.

Yes! All of our services come in 10+ languages! Thanks to the multinational and multicultural nature of our worldwide teams, we’re able to facilitate communication in the most comfortable language for your team, your customers, etc.

Your company will have a direct point of contact within SupportNinja to ensure that any changes with your products or services are communicated with your team and that Ninjas are educated on updates to customer exchanges. We maintain a confidential collection of your company’s relevant systems and processes in our secure project management system, which notifies the team of any changes. We will also update any previous training materials. This will ensure a smooth onboarding process for any new Ninjas, providing the most up to date information available.