At NinjaOne, our customers are at the heart of everything we do. We take immense pride not only in building exceptional products but also in delivering world-class support. Our sub-30-minute average ticket response time and consistent 98% customer satisfaction score speak to that commitment. As our business grows, we continue to invest 2-3x the industry average into scaling our support operations to ensure every customer receives the most effective help possible, fast.
A key driver behind this industry-leading support is our Support Enablement team. Think of them as “support for support” – or the superheroes who empower our technicians with the knowledge, training, and tools needed to resolve issues quickly and keep customers running smoothly with NinjaOne.
Leading the charge is Erin Jensen, a longtime Ninja whose journey into support enablement is as unique as it is inspiring. We sat down with Erin to learn more about how she’s driven success in this deeply cross-functional role, how her team helps power exceptional customer outcomes, and what she’s learned from her years at NinjaOne.
Let’s get to know Erin!
Hey Erin! Tell us about yourself. What do you do at NinjaOne?
I’m the manager of support enablement here at NinjaOne. My team manages and oversees the support team’s onboarding and continuous education efforts. So anything from product education, as releases happen, to role-specific training. We’re focused on answering questions like: how do you support customers? How do you communicate appropriately through your tickets? How do you manage your ticket load? Etc.
You play an interesting role within our organization, being on the training team and supporting the support organization. How do you find success working cross-functionally?
Most members of my team have past experiences in support roles or in supporting support roles, which has helped us find success as a function. For me previously, I was a support technician at NinjaOne and at a few other companies. Having a deep understanding of the everyday technician struggles has helped me better understand what the support team needs from us to get up to speed appropriately, and how to ensure we’re constantly supporting support in providing transformational experiences for our customers. That deep understanding and background helps from a training and enablement perspective.
Talk to us more about your journey at NinjaOne. You’ve been at Ninja for over 7 years and grown through various roles. What do you attribute your success to? Advice for others looking to grow similarly in their careers?
When your company’s in a constant state of hypergrowth, I’ve learned that being open and willing to learn and grow is critical to success. I always tell incoming support technicians that it’s okay not knowing all the answers on Day 1 because we’re all constantly learning and growing in our careers here. You have to be comfortable with the unknown in any role, but especially in support. When you embrace discomfort, you often grow the most.
What is the most important thing you’ve learned at NinjaOne so far?
The most important thing that I’ve learned at NinjaOne so far is how to provide transformational, not transactional, support experiences. NinjaOne is the first organization I’ve worked for where that is the mantra and guiding force behind the decisions we make as a business. It’s not all about metrics. It’s not all about hitting specific goals internally. It’s about providing transformational support experiences. Returning to those basic foundations of support training is key: treat the customer how you want to be treated. Make sure your personality shines through. Give all customers the same white-glove service every time.
That ethos is something that I take into support enablement too. We are support for support, so I’m always thinking about how we can better provide transformational experiences for our support technicians. I think any team can benefit from looking at who they serve and ensuring that they’re serving that team in a transformational, not a transactional way.
What are you passionate about outside of your career?
I like to dabble in a lot of different things. I’m a Jack of all trades, master of none – as they say. I’m pretty passionate about reading. I’m also passionate about video games, weightlifting, and yoga. I love animals too – I have a dog named Pablo and a cat named Girl Cat. They’re my support team 😊
That’s all for this Patch Notes: People Edition! Thanks so much for reading along. To learn more about our incredible team – or find open roles and opportunities that may be a fit for you! – stop by https://www.ninjaone.com/careers/. We’re always looking to add new outstanding talent to our team.
