Customer Support Specialist

We started Novo to challenge the status quo— we’re on a mission to build the operating system to destroy the back office, so small businesses (SMB’s) can do more of what they love. Novo is flipping the script of the FinTech world, and we’re excited to lead the small business FinTech revolution.

We are looking for people of character. Pragmatic and capable people who want to see their work drive better outcomes for small businesses — the backbone of our economy. You will join our team and work on the building blocks of everything Novo ships.

  Why Novo?

• Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America
• Positive, inclusive, supportive culture cheering you on your journey
• We work with very new technologies and architecture patterns 
• We provide learning and development budgets to help you grow and bond with your team 
• Able to work from the office 3+ days per week
• Offices in NYC, Miami, India, and Colombia

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

Novo values diversity as a core tenet of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.