Ninja Partners LLC

Role Description Are you an experienced operations and managed services leader ready to drive service excellence, scale a cutting-edge operational framework, and lead a dynamic team to success? As our next HITL Operations Manager, you will spearhead the delivery of HITL Operations across multiple client accounts, ensuring consistent service execution, operational excellence, and high client satisfaction. Work Setup: PH Remote Start Date: ASAP Schedule: US hours, Eastern time The HITL Operations Manager is responsible for leading the delivery of HITL Operations across multiple client accounts by ensuring consistent service execution, operational excellence, and client satisfaction. This role oversees cross-functional operational teams, manages service delivery performance, coordinates capacity and resource planning, maintains client relationships, and drives continuous improvement initiatives that ensure operational consistency, service quality, and successful business outcomes. All HITL roles will roll up directly to this position. What does a day in the life of a HITL Operations Manager look like? - Lead the delivery of HITL Operations across multiple client accounts while ensuring compliance with established service levels, operational standards, and contractual commitments. - Manage the operational cadence across cross-functional teams to ensure activities are coordinated, dependencies are addressed, and work progresses efficiently across all operational functions. - Oversee the resolution of operational findings by ensuring issues identified through Quality, Exception, Governance, Knowledge, and Tuning activities are appropriately communicated, assigned, tracked, and resolved. - Plan and manage team capacity, scheduling, forecasting, and resource allocation to balance workload across multiple client accounts while maintaining service commitments. - Lead the onboarding of new client deployments by establishing operational readiness, coordinating implementation activities, and transitioning accounts into steady-state operations. - Serve as the primary operational contact for assigned client accounts by conducting service reviews, communicating operational performance, managing expectations, and fostering strong client relationships. - Lead operational escalations by coordinating cross-functional response efforts, communicating proactively with stakeholders, and ensuring timely issue resolution. - Monitor operational performance, service metrics, client feedback, and business trends to identify opportunities for continuous improvement and operational optimization. - Lead, coach, develop, and support a team of HITL Operations professionals while fostering accountability, collaboration, engagement, and continuous professional development. - Ensure operational documentation, governance activities, audit readiness, and supporting artifacts are maintained in accordance with organizational standards and client requirements. - Support hybrid service delivery models by coordinating operational responsibilities across internal teams and client-managed functions as required. - 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. Qualifications - Minimum of five (5) years of experience in service delivery, operations management, program management, managed services, customer operations, or a related field, including experience leading multi-client operations or service delivery teams. - Experience managing multiple client accounts while maintaining service levels, operational performance, and customer satisfaction across a shared operational team. - Experience leading cross-functional teams and coordinating work across multiple operational disciplines to achieve business objectives and service commitments. - Experience planning capacity, forecasting workload, scheduling resources, and balancing competing operational priorities across multiple clients or business functions. - Experience managing client relationships, conducting business reviews, communicating operational performance, and resolving complex service delivery issues. - Experience leading operational escalations, driving issue resolution, and implementing continuous improvement initiatives that enhance service quality and operational efficiency. - Strong leadership, coaching, and people management skills with the ability to develop high-performing teams in a fast-paced environment. - Strong analytical, organizational, and problem-solving skills with the ability to evaluate operational performance, identify improvement opportunities, and make sound business decisions. - Strong written and verbal communication skills with the ability to effectively communicate with clients, executive leadership, and cross-functional stakeholders. - Ability to manage multiple priorities while maintaining operational excellence, client satisfaction, and accountability for business results. - Commitment to operational excellence, customer success, continuous improvement, and delivering consistent, high-quality managed services. Benefits - Competitive compensation designed to recognize your experience, contributions, and impact. - Retirement Savings Program with Company Matching to help support your long-term financial goals. - Life insurance coverage. - HMO coverage starting on Day 1. - Free dependent coverage, with one (1) dependent covered upon regularization and a second dependent added after one year of service. - Paid time off plus birthday leave so you can rest, recharge, and celebrate your special day. - Company-provided equipment. - Work from Home.

Role Description The HITL Quality Analyst is responsible for evaluating AI-generated outputs against established quality standards to ensure accuracy, consistency, and compliance with organizational requirements. This role identifies, classifies, and tracks defects, analyzes quality trends, and collaborates with cross-functional stakeholders to drive continuous improvements that enhance AI performance and operational effectiveness. - Review and evaluate AI-generated outputs using established quality standards, evaluation criteria, and defect classification methodologies. - Identify, classify, document, and track defects to support consistent quality measurement, trend analysis, and continuous improvement initiatives. - Maintain accurate quality records, defect logs, and resolution tracking to ensure findings are documented and monitored through completion. - Analyze quality metrics, defect trends, and performance data to identify recurring issues, operational risks, and opportunities for improvement. - Coordinate with Knowledge Management, AI Tuning, Governance, Operations, and other stakeholders to communicate findings and support timely issue resolution. - Validate the effectiveness of corrective actions by monitoring quality improvements and confirming defect resolution through follow-up evaluations. - Support the development and refinement of quality standards, evaluation methodologies, sampling strategies, and defect taxonomies. - Prepare reports, dashboards, and performance summaries that provide actionable insights to operational and business stakeholders. - Participate in calibration sessions to promote consistent evaluation practices and maintain scoring accuracy across reviewers. - Identify opportunities to improve quality processes, reporting, evaluation consistency, and operational performance through continuous improvement initiatives. - 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. Qualifications - Minimum of two (2) years of experience in quality assurance, quality evaluation, compliance, auditing, transaction monitoring, operational quality, or a related field. - Experience evaluating work against defined quality standards, scorecards, policies, or operational procedures. - Experience identifying, categorizing, documenting, and tracking defects or quality issues to support performance improvement initiatives. - Experience conducting calibration activities or applying standardized evaluation methodologies to ensure scoring consistency is preferred. - Experience analyzing quality metrics, trends, and operational data to identify improvement opportunities and recurring issues. - Strong analytical and critical-thinking skills with the ability to identify patterns, evaluate root causes, and recommend improvements. - Strong written and verbal communication skills with the ability to clearly document findings and communicate recommendations to cross-functional stakeholders. - Strong organizational and time management skills with the ability to manage multiple priorities while maintaining evaluation accuracy and consistency. - Ability to work independently and collaboratively in a fast-paced environment while maintaining objectivity and attention to detail. - Commitment to quality, operational excellence, continuous improvement, and data-driven decision-making. Benefits - Competitive compensation. - Adherence to government-mandated benefits. - Retirement Savings Program with Company Matching. - Life Insurance. - HMO coverage starting on Day 1. - Paid time off, birthday leave. - Bonus and incentive plans. - Opportunities for skills training and personal and professional development. - Beautiful office space with a free lunch provided daily for onsite employees. - Employee Referral Program.

Role Description The Technical Support Representative is responsible for providing basic technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty. - Provide basic technical support to customers who are experiencing technical issues with their products or services - Identify and troubleshoot technical problems, and provide timely and effective solutions to customers - Communicate technical solutions to non-technical customers in a clear and concise manner - Ensure accurate ticket triaging - Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed - Escalate complex issues to higher-level team members as necessary - Document customer interactions and technical issues in a customer relationship management (CRM) system - Provide excellent customer service to ensure customer satisfaction and loyalty - 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 to resolve customer issues - Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times - Perform other duties as assigned Qualifications - 6 months experience in a technical support role or equivalent preferred - Good communication skills, both verbal and written - Ability to communicate technical information to a non-technical audience - Critical thinking skills - Proficiency in using computer applications and software - Experience using a CRM preferred - Preferred SaaS but not required - Browser and software troubleshooting experience Benefits - Competitive compensation - Adherence to government-mandated benefits - Retirement Savings Program with Company Matching - Life Insurance - HMO on day 1 - Paid time off, birthday leave - Bonus and incentive plans - Opportunities for skills training and personal and professional development - Employee Referral Program - Beautiful office space - Free lunch provided daily

Role Description The Key Account Manager is responsible for managing strategic customer relationships, supporting customer retention and expansion activities, overseeing account performance, and driving long-term account growth across a portfolio of high-value customer accounts. This role partners closely with Operations, Service Delivery, Revenue Operations, and leadership teams to support customer satisfaction, operational alignment, renewal management, and revenue growth initiatives. The role serves as a strategic customer partner while maintaining visibility into account performance, operational health, and business opportunities across the full customer lifecycle. - Manage strategic customer accounts across the full customer lifecycle, including onboarding, retention, renewals, and expansion activities - Build and maintain strong customer relationships with key stakeholders, leadership contacts, and operational partners - Identify, support, and manage upsell, cross-sell, and account expansion opportunities aligned with customer business needs and operational goals - Conduct Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), strategic account reviews, and customer performance discussions - Prepare and present account performance reporting, ROI summaries, operational insights, and customer business updates - Monitor customer account health indicators, operational performance metrics, satisfaction trends, and renewal readiness activities - Serve as the primary escalation point for assigned customer accounts and coordinate resolution activities across internal stakeholders - Partner with Operations, Service Delivery, Revenue Operations, and leadership teams to support operational alignment and customer success initiatives - Forecast account growth opportunities, pipeline activity, renewals, and customer expansion potential - Maintain accurate account records, opportunity tracking, customer documentation, and activity updates within HubSpot or comparable CRM platforms - Support strategic account planning activities and contribute insights related to customer growth, operational improvements, and service opportunities - Participate in occasional domestic or international travel for customer meetings, operational reviews, or business events as needed - 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 Qualifications - Minimum of 3 years of experience in Account Management, Customer Success, Revenue Operations, Operations Management, or related customer-facing roles - Minimum of 3 years of experience managing customer relationships, renewals, account growth activities, or operational partnerships within call center, CX, SaaS, customer support, or outsourced services environments - Experience managing upsell, cross-sell, renewal, or revenue growth activities within assigned customer accounts - Experience conducting customer business reviews, operational reviews, account planning sessions, or executive stakeholder meetings - Strong customer relationship management, stakeholder management, and communication skills - Strong analytical and problem-solving skills with the ability to interpret customer performance metrics, operational trends, and account health indicators - Experience forecasting account growth opportunities, pipeline activity, or customer expansion initiatives - Proficiency with HubSpot or comparable CRM platforms for account management, reporting, pipeline tracking, and documentation - Ability to manage multiple customer accounts, competing priorities, and operational activities simultaneously - Ability to collaborate effectively with Operations, Service Delivery, Revenue Operations, leadership teams, and cross-functional stakeholders - Ability to identify customer risks, operational concerns, and escalation needs while coordinating appropriate resolutions - Ability to work extended periods at a computer and participate in virtual meetings as needed - Ability to travel domestically or internationally as needed for customer meetings or business events - Experience supporting technology-enabled customer support operations or AI-enabled operational tools - Experience supporting strategic or enterprise-level customer accounts 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

Role Description Are you a hands-on Accounts Payable leader who thrives on driving accuracy, improving processes, and developing high-performing teams? As our next Accounts Payable Supervisor, you'll play a critical leadership role in ensuring the seamless execution of our end-to-end Accounts Payable operations. More than just overseeing invoice processing, you'll lead a team responsible for maintaining financial accuracy, strengthening internal controls, and delivering exceptional service to both internal stakeholders and vendors. As a people leader you'll have the opportunity to optimize processes, identify improvement opportunities, and contribute directly to the organization's financial success. If you're an experienced Accounts Payable professional who enjoys leading by example, solving complex payment challenges, and continuously improving financial operations, this could be your next career move. Work Setup: Remote – BYOD (Bring Your Own Device). Candidates must have a reliable, high-performing personal computer and a stable home internet connection. Type of Contract: Full-Time Schedule/Hours: 9:00 AM – 5:00 PM Pacific Standard Time (PST), Monday – Friday (Night Shift for PH/local time). Responsibilities - Supervise, mentor, and support the Accounts Payable team by providing day-to-day guidance, coaching, and training to promote high performance and continuous development. - Oversee the complete Accounts Payable cycle, including invoice processing, payment runs, reconciliations, and employee expense reimbursements while ensuring accuracy and timeliness. - Ensure vendor invoices, employee expense reports, and other payables are processed accurately while responding promptly and professionally to vendor inquiries and payment concerns. - Monitor Accounts Payable data to identify trends, resolve discrepancies, and recommend process improvements that enhance operational efficiency and accuracy. - Maintain strong internal controls and ensure compliance with company policies, accounting procedures, and applicable regulatory requirements. - Partner closely with Procurement, Finance, and other internal teams to resolve invoice discrepancies, improve workflows, and support business objectives. - Prepare and review Accounts Payable reports, including aging reports, accruals, and other financial reporting requirements. - Support month-end and year-end closing activities by ensuring all Accounts Payable transactions are accurately recorded and reconciled. - Maintain accurate and up-to-date vendor information to ensure data integrity across financial systems. - Participate in internal and external audits by providing required documentation and supporting audit requests. - Stay current with industry best practices, regulatory updates, and emerging Accounts Payable technologies to support ongoing operational excellence. - Adhere to company policies and procedures while consistently delivering accurate, timely, and high-quality financial operations. Qualifications - Minimum of two (2) years of experience in a Senior Accounts Payable, Lead, or Supervisory role with demonstrated experience leading or mentoring an Accounts Payable team. - Associate degree or two-year degree in Business, Accounting, or a related field is preferred. - Strong experience managing the full Accounts Payable lifecycle, including invoice processing, payment runs, reconciliations, vendor management, and employee expense reimbursements. - Experience with NetSuite and Coupa is highly preferred. - Strong proficiency in Microsoft Excel and Microsoft Word, with excellent computer literacy. - Strong understanding of financial processes, internal controls, and Accounts Payable best practices. - Willingness to render overtime as business needs require. Core Soft Skills Requirements - Exceptional attention to detail with strong critical thinking and problem-solving abilities to identify discrepancies and ensure financial accuracy. - Proven ability to lead, coach, and motivate a team while building strong working relationships across multiple departments. - Excellent written and verbal communication skills with the ability to manage vendor relationships professionally and effectively. - Highly organized with the ability to manage multiple priorities, meet deadlines, and perform effectively in a fast-paced environment. - Proactive in identifying opportunities to improve processes, strengthen controls, and increase operational efficiency. Benefits - Competitive Compensation - Full adherence to government-mandated benefits - Retirement Savings Program with Company Matching - Comprehensive Life Insurance Coverage - HMO Coverage starting on Day 1 - One (1) free dependent upon regularization, with a second dependent added after one year of service - Generous Paid Time Off plus Birthday Leave - Structured Career Growth Opportunities - Continuous Learning, Skills Training, and Professional Development Programs - Remote Work Setup Disclaimer The duties and responsibilities listed above describe the position in general terms and are not intended to be an exhaustive list of all responsibilities. The successful candidate may be assigned additional duties as business needs evolve. SupportNinja is proud to be an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.

Role Description Are you a natural communicator with a passion for helping others succeed? Do you thrive in virtual environments and love the idea of empowering users through live, interactive training? If so, we want you on our team! We’re on the hunt for a dynamic and enthusiastic Trainer to deliver engaging, instructor-led webinars. Work Set-Up: Fully Remote Equipment: Bring Your Own Device (BYOD) Shift Hours: - Central Standard Time (CST): 8:00 AM – 5:00 PM - Manila Time (MNL): 9:00 PM – 6:00 AM What does a day in the life of a Trainer look like? - Deliver live, interactive webinar training sessions that captivate and empower our customers as they explore the full functionality of AMS. You’ll guide users through: - Core Modules — including Billing, Events, Contacts, Memberships, and Communications - Advanced Modules — such as Marketing Automation, Member Recruitment, and Benefit Tracking - Present material clearly and confidently while maintaining a customer-focused and approachable style. - Monitor webinar chats and respond to participant questions in real time or follow-up. - Maintain up-to-date knowledge of product features and workflows to ensure accurate and effective training. - Assist with refining training materials and updating presentation content as product functionality evolves. - Collect and share feedback from participants to support continuous improvement of training programs. - Collaborate with other team members to ensure consistency and alignment across all webinar sessions. Qualifications - 1–2 years of experience in training delivery, customer support, or customer success (preferably in SaaS or software training). - Strong presentation and communication skills, with confidence delivering to large virtual audiences. - Comfort with technology and web conferencing platforms (Zoom, GoToWebinar, Teams, etc.). - Ability to learn software quickly and explain technical topics in a clear, customer-friendly manner. - Excellent English Communication Skills & Organizational Skills. Benefits - Competitive compensation - Adherence to government-mandated benefits - Retirement Savings Program with Company Matching - Life Insurance - HMO on day 1 - Paid time off + birthday leave - Bonus and incentive plans - Opportunities for skills training and personal and professional development - Employee Referral Program

Role Description The Collections Specialist is responsible for managing assigned customer accounts to ensure the timely collection of outstanding balances, the resolution of billing discrepancies, and the maintenance of accurate accounts receivable records. This role partners with internal stakeholders and customers to support cash flow objectives, reduce aged receivables, and maintain positive customer relationships through effective collection and account management practices. - Manage an assigned portfolio of customer accounts and monitor outstanding balances to support timely collections and cash flow objectives - Conduct collection activities through phone, email, customer portals, and other approved communication channels - Review accounts receivable aging reports and prioritize collection efforts based on account status and business needs - Investigate and resolve billing disputes, short payments, deductions, credits, and other account-related discrepancies - Partner with Billing, Accounting, Operations, Account Management, Customer Success, and other stakeholders to resolve customer account issues - Support account reconciliation activities by reviewing account balances, payment activity, and customer account history - Research unapplied payments, account variances, and payment discrepancies, and coordinate resolution as needed - Prepare collection updates, account status reports, and aging summaries for management review - Maintain accurate customer account records, collection notes, and supporting documentation within company systems - Communicate professionally with customers regarding outstanding balances, payment commitments, and account concerns - Identify opportunities to improve collection processes, account management practices, and operational efficiency - Support audit requests and maintain documentation related to customer balances, adjustments, credits, write-offs, and collection activities - 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 Qualifications - Bachelor’s degree in Accounting, Finance, Business Administration, or a related field preferred - Minimum of two (2) years of experience in collections, accounts receivable, billing, finance, accounting, or a related role - Experience managing customer account portfolios and collection activities in a business-to-business environment is preferred - Knowledge of accounts receivable processes, collection practices, account reconciliation, and the order-to-cash cycle - Experience working with ERP systems, accounting platforms, or financial management software - Proficiency in Microsoft Excel, including formulas, lookups, filtering, and reporting functions - Strong analytical, problem-solving, and critical-thinking skills - Strong attention to detail and accuracy in financial recordkeeping and account management activities - Ability to investigate discrepancies, identify root causes, and coordinate effective resolutions - Strong written and verbal communication skills with the ability to interact professionally with customers and internal stakeholders - Strong organizational and time management skills with the ability to manage multiple priorities and deadlines - Ability to work independently and collaboratively in a fast-paced environment - Customer-focused mindset with the ability to maintain positive business relationships while achieving collection objectives - Commitment to operational excellence, financial accuracy, and continuous improvement - Prior experience working directly with U.S.-based clients Benefits - Competitive compensation - Adherence to government-mandated benefits - Retirement Savings Program with Company Matching - Life Insurance - HMO on day 1 - Paid time off, birthday leave - Bonus and incentive plans - Opportunities for skills training and personal and professional development - Employee Referral Program

Role Description The CX Intelligence Production Specialist is responsible for coordinating, producing, and managing MomentumLabs Signal Reports and related client intelligence deliverables. This role executes standardized AI-assisted reporting workflows, compiles operational and account inputs into client-ready reports, manages report production timelines, and supports cross-functional review and approval processes to ensure high-quality and consistent deliverables across the MomentumLabs portfolio. What does a day in the life of a CX Intelligence Production Specialist look like? - Execute standardized Signal Report production workflows using approved MomentumLabs AI skill libraries and reporting methodologies. - Compile operational metrics, account data, and supporting intelligence inputs into structured client deliverables. - Coordinate with CX Intelligence, Project Management, and Business Transformation stakeholders to gather required report input and maintain production timelines. - Manage multiple reports simultaneously while tracking production status, review stages, dependencies, and delivery deadlines. - Prepare draft reports for analytical review and incorporate approved revisions and feedback into final deliverables. - Apply formatting, layout, quality control, and presentation standards to finalize reports prior to client delivery. - Coordinate routing and approval workflows with project managers, account managers, and leadership stakeholders. - Maintain organized tracking of reporting queues, production schedules, approvals, and deliverable status updates. - Identify workflow blockers, production risks, or missing inputs and escalate issues appropriately. - Support continuous improvement initiatives related to reporting workflows, AI-assisted production processes, and deliverable consistency. - Collaborate with cross-functional teams to support reporting operations, client deliverables, and transformation initiatives. - 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. Qualifications - Minimum of two (2) years of experience in reporting operations, content production, business operations, analytics support, project coordination, or related functions. - Strong written English communication skills with the ability to produce polished and client-ready deliverables. - Experience working with AI-assisted workflow tools, structured prompting systems, or standardized automation processes. - Experience managing multiple concurrent deliverables in deadline-driven environments. - Strong attention to detail with the ability to identify inconsistencies, formatting issues, and missing information. - Experience coordinating cross-functional workflows and collaborating with multiple stakeholders. - Proficiency in Microsoft PowerPoint, Microsoft Word, PDF editing tools, Google Workspace, and related reporting platforms. - Ability to follow standardized methodologies and execute repeatable operational workflows with consistency. - Strong organizational, prioritization, and production tracking capabilities. - Experience supporting customer experience, operations, consulting, transformation, or call center environments preferred. Benefits - Full-time employees. - Competitive compensation. - Adherence to government-mandated benefits. - Retirement Savings Program with Company Matching. - Life Insurance. - HMO on day 1. - Paid time off, birthday leave. - Bonus and incentive plans. - Opportunities for skills training and personal and professional development. - Employee Referral Program. - Beautiful office space (for onsite employees). - Free lunch provided daily (for onsite employees).

Role Description SupportNinja is building its first dedicated outbound sales motion and we need someone to own it. This is an individual contributor role. You will report directly to Sales Leadership and work closely alongside our Performance Marketing Manager to identify, engage, and convert warm and cold leads into booked discovery calls for the sales team. Your primary KPI is simple: meetings set. Everything you do — building lists, writing copy, managing sequences, tracking performance — exists in service of that number. You will not be managing a team or inheriting a playbook. You will be building the motion from scratch with support from leadership and a strong marketing infrastructure already in place. What does a day in the life of an Outbound Sales Development Representative look like? - Run outbound email and LinkedIn campaigns targeting warm and cold prospect segments - Build and manage prospect lists using tools like Apollo, LinkedIn Sales Navigator, or equivalent - Write outbound email copy and LinkedIn messages — short, relevant, and personalized to each segment - Use AI tools (Claude, ChatGPT, Gemini, or similar) to support research, personalization, segmentation, and message drafting - Manage and track outreach activity in HubSpot — contacts, sequences, activity logging, and pipeline reporting - Monitor campaign performance (open rates, reply rates, meetings booked) and adjust based on results - Coordinate warm handoffs to sales reps with full context on the prospect and engagement history - Share feedback on what messaging and targeting is working so we can keep improving Qualifications - Hands-on Hubspot experience, CRM Management, sequences and pipeline reporting - Cold outbound prospecting & list building - Strong copywriting instincts: short, direct, relevant cold emails that don't read like templates - Hunter mentality: self-motivated, comfortable with rejection, and energized by the chase - AI fluency: you actively use AI tools in your workflow for research, personalization, and drafting - Data-driven: you track what matters, know why rates move, and adjust accordingly - Strong written and verbal English: all outreach is US-facing - Ability to work independently and take ownership without a defined playbook - US Eastern Time availability: 9am to 5pm EST preferred; 7am to 3pm EST minimum Requirements - Experience with cold email sequencing tools: Smartlead, Instantly, Outreach, Salesloft, or equivalent - Experience with prospecting and enrichment platforms: Apollo, Clay, ZoomInfo, LinkedIn Sales Navigator, or equivalent - Familiarity with email deliverability basics: inbox warming, domain rotation, send limits - Experience in or selling to BPO, CX outsourcing, or managed services - 2+ years in a B2B outbound SDR or lead generation role - If you don't have experience with tools like Smartlead or Clay, that's okay. What matters is that you're technically curious, pick up new tools quickly, and are excited to learn. Benefits - Competitive compensation - Adherence to government-mandated benefits - Retirement Savings Program with Company Matching - Life Insurance - HMO 1st day - Paid time off + birthday leave - Employee Referral Program - Opportunities for skills training and personal and professional development - Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow!

Role Description The Team Leader will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency. - Provide effective leadership and supervision to a team of representatives - Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives - Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment - Address employee concerns, conflicts, and performance issues in a timely and effective manner - Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs) - Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency - Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows - Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction - Stay updated with industry best practices and trends to drive process improvements and innovation within the team - Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members - Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles - Collaborate with other team leads and managers to share best practices and implement consistent processes - Serve as a point of contact for escalations and handle customer inquiries or complaints as needed - Contribute to team meetings and participate in organizational initiatives to drive positive change and growth - Provide reports on team performance as required - Regularly communicate with clients as needed - 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 - Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times - Perform other duties as assigned Qualifications - 3 years experience in a role equivalent to the representatives the role will support - Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment - Experience with Invoicing, Pricing, Quoting, or similar (Team Lead in finance related operations) - Previous client-facing experience preferred - Strong communication skills, both verbal and written - Strong knowledge and understanding of customer service principles and practices - Strong problem-solving and decision-making skills - Excellent interpersonal skills to interact with team members and stakeholders at all levels - Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences - Results-oriented mindset with a focus on driving operational excellence and continuous improvement - Proficiency in using customer service software and tools such as CRM - Proficient in using computers and various software applications - VA experience (good to have) Benefits - Competitive compensation - Adherence to government-mandated benefits - Retirement Savings Program with Company Matching - Life Insurance - HMO on day 1 - Paid time off, birthday leave - Bonus and incentive plans - Opportunities for skills training and personal and professional development - Employee Referral Program