Frequently Asked

Is there a language barrier with people in the Philippines?

This is one of the most commonly asked questions for us.

The truth is that the Philippines is one of the largest English-speaking countries in the world, ranking as number three behind the United States and the UK. The country’s official language is Tagalog, with a smaller population speaking Bisaya. English, however, is spoken by almost every Filipino and is a common language used in official business and government documents.

At SupportNinja, we ask all of our applicants to go through an English and grammar test. If they can not pass this initial test, then they will not move on to any additional stages.

As a result of this screening, all of our Ninjas have excellent reading, writing, and verbal communication skills. Our customer service representatives are familiar with how to speak with US customers on the phone and are easily understood.

What makes your company unique?

Our services are geared toward growing your organization and partnering with you as you scale to higher levels of success. We use our unique suite of innovative hiring, training, and monitoring processes that will ensure a high level of consistent service for your growing enterprise.

In addition to partnering with you to integrate into your support team, we also work to invest in the Ninjas that join your crew. We value skill growth and personal development.  Our team intentionally works to make the lives of our Ninjas meaningful.

What are your working hours?

While the business hours in our US office are 10am-6pm CST, our Philippine office remains open 24x7x365. A knowledgeable team manager is on duty every hour of the day in the office where your staff is located. This means that there is always a supervisor on hand who can work to resolve any issues in real time, as they happen.

How long does it take to start service?

The moment you sign your contact and join the Ninja family, we jump right in and start recruiting your Ninjas. The recruitment process can take 2-4 weeks. After we find the perfect Ninjas for your team, they go through 2-4 weeks of training. By the end of their training, they are handling live tickets under the guidance of one of our incredible trainers. Training is ongoing and continual, so our Ninjas are always learning and getting better every day, living out one of our Core Values to #improveeveryday.

What is the cost saving & business advantage that my company can gain from outsourcing?

Much of this depends on the type of business you have and the processes that are being outsourced. As a general rule, companies can typically expect to see a 50-80% savings on variable expenditures and a measurable productivity increase among its existing workforce.

How do I start working with SupportNinja?

Business Analysis

In this initial stage, we look for and identify the key areas in your company where we can provide the most effective service. We will walk you through some questions and ideas to help identify where your needs are and what solutions will be the best fit.

Assessment & Contract

We will create a preliminary assessment that has been specifically tailored for your company. We’ll determine how many Ninjas you'll need for your team and the technology required for implementation. Our team will also consider compliance needs, feasibility, and then create a pricing quote specifically suited to your needs. Once we finalize the contract together you'll be officially a part of the Ninja family!

Recruiting & Training

You will be connected with your Ninja Success Manager assigned to support you from our Austin office. They will get things going with a kick-off call, recruiting assessment, and training plan. We'll work with you to gather SOPs and other training resources we may need to get your Ninjas ready to go.

Go Live!

Upon completion of training, your Ninjas will be off and running with the support of our amazing team managers. Your Ninja Success Manager will monitor your account to ensure that all critical benchmarks are being met and that you are completely satisfied.

How do representatives get retrained over time?

Your company will have a direct point of contact within SupportNinja to ensure that any changes with your product or service are passed down to your team. We maintain a duplicate collection of your company’s systems and processes in our secure project management system, which notifies the entire team of any changes. We will also update any previous training material that established procedures that we created for your company. This will ensure a smooth onboarding process for any new Ninjas using the most up to date information available.

How do you manage confidentiality?

The data your Ninjas access during the day never leaves the office. We maintain strict access to essential systems via biometrics, and we have CCTV cameras positioned throughout the building. Each staff member undergoes a thorough background and reference check before being hired. Lastly, we maintain a bonded non-disclosure agreement with each employee. We believe that this multi-tiered solution provides the utmost in client data security.

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