Customer Support Lead

Summary

Join Nova Credit as a Senior Customer Support Lead and play a strategic role in advancing our mission of building a fairer financial system. Lead customer support initiatives, drive process improvements, and deliver exceptional support to our enterprise-level B2B customers. This remote, full-time position requires deep product expertise and the ability to handle complex customer issues. Candidates based in the Boston or New York Metropolitan Areas are strongly preferred. You will work closely with various teams to resolve technical issues and enhance customer experience. This role offers opportunities for professional growth and development within a dynamic and inclusive work environment.

Requirements

• 5+ years of experience in enterprise B2B technical support roles within SaaS, FinTech, or similar environments, with at least 2 years handling complex technical issues
• Proven track record of leading support process improvements and mentoring junior team members
• Advanced troubleshooting abilities and the capacity to solve ambiguous technical problems independently
• Exceptional communication skills with the ability to translate technical concepts to various audiences
• Strong proficiency with data analysis tools (SQL, Tableau, Mixpanel, etc.) and the ability to derive actionable insights
• Experience with advanced features of Zendesk or similar enterprise support platforms, including workflow automation and reporting
• Demonstrated ability to influence product decisions through data-driven customer advocacy
• Experience developing comprehensive knowledge base resources and training materials

Responsibilities

• Serve as a trusted advisor to our most strategic customers by providing expert-level support across our full product suite
• Lead cross-functional problem-solving efforts with Customer Success, Product, Deployment, and Engineering to resolve complex technical issues and architect solutions
• Drive continuous improvement by analyzing support trends, identifying root causes, and recommending strategic enhancements to product and process
• Develop comprehensive knowledge base resources, training materials, and best practices documentation
• Own and optimize support metrics, SLAs, and reporting frameworks to enhance overall customer experience
• Identify opportunities to proactively mitigate customer issues before they escalate
• Develop a comprehensive understanding of Nova Credit's products, business model, customer segments, and technical architecture
• Become proficient with our support infrastructure and advanced troubleshooting methodologies
• Begin handling complex escalations and collaborating with senior stakeholders to resolve high-priority customer issues
• Audit existing support processes and identify opportunities for improvement
• Establish yourself as a technical authority, able to diagnose and resolve the most complex customer issues that require deep product knowledge and cross-functional collaboration
• Take ownership of support process improvements to enhance efficiency and customer satisfaction
• Implement advanced monitoring and alert systems to identify potential issues before customers report them
• Lead data analysis initiatives to extract meaningful insights from customer interactions and support metrics
• Become the definitive subject matter expert on Nova Credit's products and technical integrations
• Lead the development of comprehensive knowledge management systems and self-service resources
• Drive strategic support initiatives that significantly improve customer satisfaction and operational efficiency
• Help shape product roadmaps by effectively advocating for customer needs based on support trends and insights
• Establish best practices and standardized procedures for the entire support organization

Preferred Qualifications

Candidates based in the Boston or New York Metropolitan Areas are strongly preferred

Benefits

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