Onshore Customer Support Specialist

Role Summary:

Work directly with our Customer Support team as we build out our user journey, from onboarding to advocacy. We’re looking for someone passionate about improving the customer experience - while not being afraid to connect with customers to understand their needs and help them succeed with Novo.

Essential Functions: 

• High-Touch Support & Escalation Management – Take ownership of escalated customer cases, ensuring swift and effective resolutions. Proactively review and intervene in DSAT cases, product survey feedback, and other high-priority issues requiring white-glove support. Provide guidance and escalation assistance to the BPO on complex cases.
• Multi-Channel Customer Engagement – Handle inbound and outbound calls, emails, and chats as needed, delivering professional, efficient, and seamless support across all communication channels.
• Drive Product Knowledge & Adoption – Educate customers on Novo’s features, integrations, and best practices to enhance their business operations. Recommend tailored solutions to drive product adoption.
• Ensure Compliance & Process Accuracy – Maintain knowledge of security, compliance, and operational policies while identifying and addressing process gaps.
• Strengthen Feedback Loops – Submit BPO errors for QA review and flag missing resources for Novo Knowledge and Training to improve team accuracy and efficiency.
• Collaborate for Customer-Centric Solutions – Work cross-functionally with internal teams to resolve issues, share customer insights, and improve processes.
  
  

Requirements for the Role:

• 2+ years of experience in a customer-facing support or sales role, preferably via phone, email, or chat.
• Strong understanding of financial products, services, and compliance standards.
• Ability to engage confidently in both proactive outbound and inbound customer interactions across multiple channels.
• Skilled in positioning Novo’s products and services as solutions, with a persuasive and customer-focused approach.
• Strong problem-solving, active listening, and communication skills (verbal and written).
• Comfortable working in a fast-paced, dynamic environment while maintaining a high standard of customer experience.
• Proficient with CRM systems, ticketing platforms, softphones, email tools, and web-based applications.
• Adaptable and proactive, with a strong sense of urgency and the ability to pivot as needed in high-priority situations.
• Open to a flexible schedule, including weekends and holidays as needed.
• Consistently meets or exceeds productivity and quality benchmarks.

How We Define Success:

• Escalations are managed effectively with exceptional oversight of the customer experience, ensuring swift resolution and proactive issue mitigation.
• Demonstrates autonomy in completing duties, problem-solving independently, and leveraging available resources to find answers when needed.
• Synthesizes information accurately, follows instructions precisely, and applies critical thinking to resolve complex issues.
• Consistently meets productivity and quality benchmarks for customer interactions and internal documentation.
• Every customer interaction upholds a high standard of excellence, measured by CSAT surveys, QA reviews, and direct customer feedback.
• Drives account retention and activity, treating every touchpoint as an opportunity to enhance customer success.

Nice To Have, but Not Required:

• Experience with our tech stack such as Zendesk
• Startup, specifically Fintech, experience
• SaaS, B2B, or other sales environments
• Interested in Fintech and the future of Work