Client Support Specialist

As the Ninety organization continues to experience exceptional growth, we are looking to bring on aClient Support team member who is specifically responsible for assisting our clients with day-to-day questions. This is accomplished by using our live chat platform to interact with clients as they use the software. The Client Support team members report to the Client Support Team Lead, collaborating with other client success team members to provide exceptional client support via Zoom video calls, email, and live chat from within the software.

To be successful in this role, you must have:

• Exceptional written and verbal communication skills with an ability to delight over various mediums
• A high level of empathy and drive to be proactive, anticipating clients' needs
• Experience working in a client-facing role
• Experience in, or are excited to work in an early-stage environment
• Ability to manage time effectively, work independently, and be self-motivated

Shifts we are looking to fill:

• During Onboarding: Monday - Friday 9a - 5:30p EST
• Post Onboarding: Monday - Friday 4:30p - 1a EST

Your Key Responsibilities:

• Be the face of Ninety as an expert in Ninety’s tools, processes, and programs
• • As an expert in Ninety tools, you will provide our users with detailed descriptions of how to perform specific tasks. This ranges from understanding a problem they are experiencing to helping them understand the business case for using the software.
  • You will be aware of any campaigns we have running, how we work with coaches, or other initiatives to communicate accurately to clients.
• Ticketing Chat/Email:
• • Interpret user needs or questions from conversations. Not all requests are straightforward - You’ll need to be able to research to understand what the user may be asking. This is accomplished through reviewing this session via a recording or looking at their data.
  • Creative problem solving: not all requests are possible, so research to understand what clients want to do to suggest alternatives or solutions that may work for their needs.
• Take ownership of anything that looks like it could be a bug by investigating the user's account or testing.
• • Reporting these to the Client Success Team and helping them understand what may happen.
  • This role will act as a critical resource between Client Support and Technical Support team.
• High level of follow-through, ensuring commitments are upheld and communicated to clients.
• Data entry or assistance for clients with the information they need configured or input into Ninety.
• Be the eyes and ears of our clients - you are their advocate!
• • Communicate with Client Success to help everyone understand what clients are experiencing or needing from the product.

Requirements

• 2-3 years of Support experience
• Tech savviness - PC and Mac familiarity
• Basic Technical Troubleshooting skills
• Polished and exceptional written/verbal communication
• Experience in live channel support, including chat-based support, to help clients in real-time while balancing average speed of answer and cost efficiency.

Nice to have:

• EOS knowledge
• Intercom and Fullstory experience

What Success Looks Like:

• 92% or above satisfaction rating on conversations
• Under 5-minute response time for inbound comments
• High level of trust with the internal team, collaborating daily on inbound requests

Why Ninety

Ninety is the leading EOS® software trusted by 18,000+ companies to help business owners run stronger businesses and grow valuations. We bring vision, goals, execution rhythm, and business metrics into one connected platform, backed by an ecosystem of expert support, professional services, partners, and AI.

We have strong financials with a long runway, we lead our category, and we're investing in the people who make it happen. If you enjoy doing meaningful work inside a product that actually changes how businesses operate, you'll find real ownership here.

What We Offer

Flexibility & Time Off

• Work From Anywhere: Live and Work where you’re happiest.
  
  
• As-Needed Vacation: Recharge when you need to.
  
  
• Paid Parental Leave: Generous paid time to bond with your growing family.
  
  

Health & Well-Being

• Comprehensive Coverage: Health, dental, and vision insurance for you and your family.
  
  
• Company-Paid Life & LTD: Peace of mind for you and your loved ones.
  
  
• HSA, FSA & DCFSA Accounts: Flexible ways to manage medical and dependent care costs. Ninety contributes annually to your HSA—front-loaded to help you cover expenses sooner.
  
  
• Productivity Allowance: Use toward wellness, tech, or productivity—whatever helps you thrive.
  
  

Financial Security

• 401(k) with Company Match: Plan for your future with automatic company contributions.
  
  
• Equity Opportunities: Share in Ninety’s long-term growth and success.
  
  

Growth & Connection

• Professional Development Reimbursement: Annual funds to support your learning and growth.
  
  
• Company Gatherings: In-person connection and collaboration, with travel covered.

Why we love doing what we do: Small to midsize businesses are the foundation of almost every healthy community. They provide not just employment but opportunities for people to learn, grow, and become leaders who take responsibility for the well-being of the community.

Our values:

Get Smart Stuff Done
Focus on outcomes that matter and consistently deliver results.

Team
Collaborate, trust, support, create, and honor your agreements.

Resilient
Respond calmly to challenges and grow through adversity.

Inquisitive
Seek mastery, ask questions, and never stop learning.

Best
Strive to be a better version of yourself for your growth, your team, and Ninety.