Customer Support Specialist, Novo

• 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
• 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

Desirable

• Work directly with our Customer Support team as we build out our user journey, from onboarding to advocacy
• 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
• 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