Frequently Asked Questions

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.

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.

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.

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.

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

We can hold virtual meetings with your company either daily, weekly, or monthly. These sessions are for discussing your Ninjas’ performance, coaching opportunities, trends, and any other relevant subjects. They will happen during your standard operating hours. The frequency of these meetings will depend on the needs of your business, but generally we suggest weekly meetings in the first 90 days, and then move to bi-weekly. Direct access to your outsourced team is also going to be provided via the “Koka Client Portal”. Koka is your one stop digital hub for convenient communication with Ninjas.

- Visibility into SLAs and KPIs.
- Direct access to your SupportNinja team.
- Insight into SOWs and change orders.
- Visibility into the tasks performed by your team.
- Sign documents electronically.
- Data presentation for validation.
- Ability to make approvals and set deadlines.
- Audio & video meetings.
- Groups & topics.
- Make transactions.
- And more!

For services like customer support or technical support, we offer an up to 60 days comprehensive training package. This includes both soft skills and hard skills, making sure that our Ninjas are as knowledgeable as possible when they get in action.

We typically recommend one embedded team lead per ten ninjas, however, this might adjust depending on the nature of the project, type of service line required, and scope of the support needed. We also recommend having one dedicated QA specialist to work in conjunction with our in-house QA team for optimal results.