Customer Support Associate

Summary

Join Nova Credit as a Customer Support Associate and play a critical role in delivering exceptional support to our enterprise-level B2B customers. You will work cross-functionally to improve our support offering, investigate customer issues, act as a 'voice of the customer', create documentation, and assist with reporting. This remote, full-time position reports to the Customer Support Lead, with a strong preference for candidates in the New York Metro Area. Nova Credit offers a dynamic and inclusive work environment with opportunities for professional growth and development. We offer competitive compensation and a comprehensive benefits package.

Requirements

• 2+ years of experience in a client-facing enterprise B2B support role in SaaS, FinTech, or similar
• Ownership mindset and the entrepreneurial drive to provide outstanding support in a constantly changing environment
• Impeccable verbal and written communication
• Experience using analytical tools (Grafana, SQL, Tableau, Mixpanel, etc.) to troubleshoot ambiguous problems
• Proficiency with Zendesk or other similar customer ticketing software
• Ability to work and solve problems with a cross-functional and distributed team

Responsibilities

• Serve as a communicative and trusted partner to our customers by providing accurate, thorough, and timely support across our product offerings
• Work cross-functionally with Customer Success, Product, Deployment, and Engineering to investigate customer issues and requests
• Act as a "voice of the customer" internally, surfacing insights regarding common challenges impacting our customer base and using them to drive improvement initiatives
• Create documentation to guide our customers and internal teams in resolving customer pain points
• Assist with reporting needs and conducting follow-up investigations based on reporting anomalies
• Deliver world-class customer service to help customers understand, use, and love our product; effectively triage and resolve issues while communicating with customers in a professional and timely manner and ensuring we exceed all customer SLAs
• Become well-versed in all the ways customers integrate with Nova Credit and the nuances of each approach
• Lead investigations with internal teams to solve complex customer issues
• Raise recurrent issues and feature requests to internal Nova teams for platform improvement
• Learn all about our data and reporting, and begin to generate insights
• Become an expert in Nova Credit’s products, customers, and internal processes
• Make recommendations to improve support strategy as we scale
• Become a source of institutional knowledge; help build out an effective internal knowledge base and external FAQs to guide our consumers

Preferred Qualifications

Candidates based in the New York Metro Area are strongly preferred

Benefits

• Flexible PTO
• Comprehensive and generously subsidized medical, dental, and vision insurance options
• Company-sponsored 401k plan
• 16-week parental leave of absence
• Sick time off
• Paid time off vacation
• Equity grants
• Incentive compensation for eligible roles
• Professional development
• Tenure rewards