SupportNinja
SupportNinja is a Dallas-headquartered business process outsourcing company providing AI-augmented customer experience, technical support, and back-office services to mid-market and enterprise clients across SaaS, AI, eCommerce, healthcare, logistics, and fintech via a global delivery network.
- Company typePrivate
- Founded2014
- HeadquartersDallas, United States
- Headcount1,001–5,000
- GTM typeB2B
- OfferingServices
What SupportNinja does
SupportNinja is a Dallas-headquartered business process outsourcing company founded in 2014 that delivers AI-augmented customer experience, technical support, and back-office services to mid-market and enterprise clients. Its core offerings span the full CX lifecycle, including Customer Support, Technical Customer Support, Customer Onboarding, Customer Conversion, Customer Renewals, Content Moderation, Data Processing, Finance & Accounting, and Technical Operations, plus AI Data Enablement Services for AI-native companies. The company serves clients across SaaS, AI, eCommerce, Healthcare, Supply Chain & Logistics, Fintech, Gaming, Travel, and Nonprofit verticals, with public logos including Midjourney, Conga, Augury, Origin USA, Happy Socks, Vidyard, Product Madness, RedWeek, and the Bill & Melinda Gates Foundation.
The company's technical platform is anchored by the proprietary NinjaAI suite: NinjaAI QA (AI quality assurance reviewing 100% of interactions with real-time sentiment analysis), NinjaAI Editor (on-brand response generation with PII redaction), NinjaAI Notetaker (automated call summaries), and NinjaAI Hub (a Chrome extension that consolidates these tools). The platform is cloud-based with no on-premise software and is integrated with client CRMs (Salesforce, HubSpot), BI tools (Microsoft Power BI), and sales engagement systems (Outreach). Security posture is anchored by SOC 2 Type 2, PCI-DSS 4, HIPAA, GDPR, CCPA, and EU-US/Swiss-US Privacy Shield certifications.
SupportNinja operates a global delivery network with headquarters in Dallas and operational hubs in Manila (Philippines), Dublin (Ireland), Singapore, and Bucharest (Romania), the latter three added via the March 2022 acquisition of Bolton Remote funded by BV Investment Partners. Revenue is generated through two monthly subscription service models: Management-as-a-Service (MaaS), in which SupportNinja manages the outsourced team end-to-end, and a Hands-On model in which the client manages the team but SupportNinja provides pre-vetted talent on its payroll. Pricing is fixed and quote-based, determined by agent location, experience, and skill mix, with no hidden fees. The company employs 1,001–5,000 people and sells exclusively through direct enterprise and inside sales motions.
SupportNinja firmographics
Firmographics- Name
- SupportNinja
- Legal name
- Ninja Partners, LLC
- Website
- https://supportninja.com
- Company type
- Private
- Founded year
- 2014
- Operating status
- Operating
- Headcount range
- 1,001–5,000 employees
- Short description
- SupportNinja is a Dallas-headquartered business process outsourcing company providing AI-augmented customer experience, technical support, and back-office services to mid-market and enterprise clients across SaaS, AI, eCommerce, healthcare, logistics, and fintech via a global delivery network.
- Ownership category
- akta.pro rank
SupportNinja industry classification
Industry- Product category
- Customer Experience Outsourcing
- NAICS
- Business Service Centers (56143), Office Administrative Services (56111), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)
- SIC
- Services-Management Services (8741), Services-Help Supply Services (7363), Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- General Customer Service (Order/Account/Inquiries) (BPAAABAA)
- akta.pro secondary industries
- Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Trust, Safety & Risk Support (Fraud, Abuse, Policy Enforcement) (BPAAABAI), Software/Application Support (SaaS, Enterprise Apps) (BPAAACAC)
Keywords
Where SupportNinja is headquartered
LocationHeadquarters
- HQ city
- Dallas
- HQ country
- United States
- HQ region
- North America
Offices5 records
Markets served
SupportNinja business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- Managed CX/Outsourcing Services: SupportNinja provides outsourced customer experience teams managed by SupportNinja (Management-as-a-Service model). Clients pay a fixed rate based on team location, experience level, and technical skills. Pricing is quote-based with no hidden fees. The two service models determine whether SupportNinja or the client manages the team.
- Hands-On / Client-Managed Outsourcing: A second service model where SupportNinja provides pre-vetted talent but the client handles interviewing, selection, training, and management. SupportNinja provides IT and HR assistance with Ninjas on SupportNinja's payroll.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | Management-as-a-Service (MaaS) — SupportNinja manages the team |
| Subscription | Monthly | Hands-On Model — Client manages the team |
Go-to-market motion2 records
Distribution channels2 records
Marketing channels10 records
SupportNinja product offering
Product offeringCore offering
SupportNinja is a business process outsourcing (BPO) company that provides tech-enabled customer experience (CX) teams to fast-growing companies. It combines AI-powered tools (NinjaAI suite) with human agents to deliver full-lifecycle CX services — including support, onboarding, conversion, renewals, content moderation, data processing, finance & accounting, technical operations, and AI data enablement — primarily through a Management-as-a-Service (MaaS) delivery model with global delivery centers.
Product overview
SupportNinja is a business process outsourcing (BPO) company offering a platform of tech-enabled CX outsourcing solutions. The core offering is AI-powered, full-lifecycle Customer Experience (CX) Outsourcing, supplemented by dedicated service modules including Customer Conversion, Customer Onboarding, Customer Support, Technical Customer Support, Customer Renewals, Content Moderation, Data Processing, Finance & Accounting, Technical Operations, AI Data Enablement Services, and Embedded CX Transformation. The flagship AI brand is NinjaAI, which encompasses sub-tools NinjaAI QA (AI quality assurance), NinjaAI Editor (AI writing), NinjaAI Notetaker (auto note generation), and NinjaAI Hub (Chrome extension hub). The company operates two service delivery models: Management-as-a-Service (MaaS), where SupportNinja manages the outsourced team, and a hands-on model where clients manage the team themselves. Additional offerings include CX Mystery Shopping and the annual CX Outsourcing Report.
Differentiator
Problem solved
Functional benefit
Brands
- NinjaAI: AI-powered outsourcing tools including NinjaAI QA, NinjaAI Editor, NinjaAI Notetaker, and NinjaAI Hub for enhancing customer experience operations.
Products and services
- Customer Experience (CX) Outsourcing
- NinjaAI
- Customer Support
- Technical Customer Support
- Customer Conversion
- Customer Onboarding
- Customer Renewals
- Content Moderation
- Data Processing
- Finance & Accounting
- Technical Operations
- AI Data Enablement Services
- Embedded CX Transformation
- CX Mystery Shopping
Quantifiable outcome
- 23% increase in CSAT (from 3.9 to 4.8/5) within 30 days of production launch
- +7 more outcomes
Companies that use SupportNinja
Customer profileNamed customers16 records
Segments6 records
Ideal customer profiles2 records
SupportNinja technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration7 records
AI capability11 records
Feature4 records
SupportNinja partnerships and signals
Strategic signalPartnerships
One partnership is on record.
- Bolton RemotecoreSupportNinja acquired Bolton Remote, a provider of customer support and data operations. The acquisition added offices in Ireland and Singapore, enhanced language and timezone flexibility, broadened service offerings, and created new global employment opportunities. Bolton Remote's international footprint and expertise were key factors in the deal.
Scale indicators7 records
Recent moves7 records
Expansion highlights2 records
SupportNinja competitors and assessment
Company assessmentDirect peers
- TaskUs: Public digital outsourcing company providing CX, content moderation, and trust & safety services to fast-growing tech and AI companies. Direct peer given overlapping vertical mix (AI, SaaS, ecommerce), global delivery footprint, and similar Management-as-a-Service-style positioning.
- Alorica: Privately held CX outsourcing provider with significant Philippines and LATAM delivery presence, serving digital-native, tech, healthcare, and financial services clients. Direct peer given comparable offshore-heavy model and focus on fast-growing enterprise verticals.
- ModSquad (A Concentrix Company): Digital CX outsourcing specialist serving internet and SaaS clients with content moderation, community management, and customer support. Direct peer given overlapping SaaS/AI/digital customer base and remote delivery model, though now owned by Concentrix.
- Helpware: Tech-enabled CX outsourcing and back-office support company with delivery centers in Ukraine, Poland, Mexico, Albania, and the Philippines. Comparable as a mid-sized peer offering outsourced customer support, content moderation, and data labeling to SaaS and AI clients.
- Arise (formerly LiveWorld): CX outsourcing platform connecting independent agents to enterprise customers, with AI-augmented quality tooling. Comparable as a tech-enabled BPO peer targeting similar enterprise customer support and content moderation use cases.
- Everise: Customer experience outsourcing provider with major delivery centers in the Philippines, Honduras, and Guatemala, serving healthcare, tech, and financial services clients. Direct peer given similar offshore-led delivery model and HIPAA/security certifications required by regulated buyers.
Broad incumbents
- Teleperformance: World's largest omnichannel CX and BPO provider with global delivery centers across the Philippines, LATAM, EMEA, and India. Comparable as a broad incumbent offering outsourced customer support, content moderation, and back-office services, but at much larger scale and across more verticals than SupportNinja.
- Concentrix: Global CX solutions and technology services provider with deep enterprise customer base across fintech, healthcare, and SaaS. Comparable to SupportNinja as a broad incumbent in CX outsourcing with integrated technology offerings, but operating at significantly larger scale.
- Foundever (formerly Sitel Group): Major global CX BPO provider serving enterprise clients across financial services, healthcare, retail, and tech. Comparable as a broad incumbent offering omnichannel customer support and back-office services, with a similarly distributed global delivery model.
- TTEC (TeleTech Holdings): Global customer experience technology and services company combining CX outsourcing with proprietary platforms like Humanify. Comparable as a broad incumbent with both services and technology offerings targeting enterprise CX buyers.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
SupportNinja social profiles
Digital presenceSupportNinja compliance and trust
Trust signalCompliance6 records
SupportNinja financial estimates
Financial estimateRevenue estimate
Valuation estimate
SupportNinja leadership team
Management profileNumber of profiles
Profiles6 records
SupportNinja subsidiaries and ownership
Company hierarchySubsidiaries1 record
SupportNinja funding detail
Funding detailFunding overview
Funding rounds1 record
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
SupportNinja M&A and investment
M&A and investmentM&A1 record
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about SupportNinja
What does SupportNinja do?
SupportNinja is a business process outsourcing (BPO) company that provides tech-enabled customer experience (CX) teams to fast-growing companies. It combines AI-powered tools (NinjaAI suite) with human agents to deliver full-lifecycle CX services — including support, onboarding, conversion, renewals, content moderation, data processing, finance & accounting, technical operations, and AI data enablement — primarily through a Management-as-a-Service (MaaS) delivery model with global delivery centers.
Is SupportNinja a public or private company?
SupportNinja is a private company. It is classified as private equity controlled and is currently operating.
When was SupportNinja founded?
SupportNinja was founded in 2014. It employs 1,001 to 5,000 people.
Where is SupportNinja based?
SupportNinja is headquartered in Dallas, United States, in the North America region.
How does SupportNinja make money?
Two revenue lines are on record. Managed CX/Outsourcing Services are the primary driver. The others are hands-On / Client-Managed Outsourcing.
Who are SupportNinja's main competitors?
Direct peers on record are TaskUs, Alorica, ModSquad (A Concentrix Company), Helpware, Arise (formerly LiveWorld) and Everise. Broad incumbents are Teleperformance, Concentrix, Foundever (formerly Sitel Group) and TTEC (TeleTech Holdings).
Does SupportNinja have an API?
No public API is recorded for SupportNinja.
What industry is SupportNinja in?
SupportNinja's product category is Customer Experience Outsourcing. Its primary akta.pro industry code is BPAAABAA, General Customer Service (Order/Account/Inquiries), with a secondary code of BPAAABAN, Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations. Its NAICS code is 56143 and its SIC code is 8741.