Customer Support Specialist

Summary

Join Novo, a rapidly growing FinTech startup, and become a key member of our Customer Support team. You will work directly with customers, handling escalated cases, engaging across multiple channels, and educating them on our products. This role requires strong problem-solving and communication skills, along with experience in customer support or sales. You'll be responsible for ensuring swift resolutions, driving product adoption, and maintaining compliance. Novo offers a positive and supportive culture, learning and development budgets, and the opportunity to work with cutting-edge technologies. We are looking for someone passionate about improving the customer experience and helping small businesses succeed.

Requirements

• 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

Responsibilities

• 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
• Handle inbound and outbound calls, emails, and chats as needed, delivering professional, efficient, and seamless support across all communication channels
• Educate customers on Novo’s features, integrations, and best practices to enhance their business operations
• Recommend tailored solutions to drive product adoption
• Maintain knowledge of security, compliance, and operational policies while identifying and addressing process gaps
• Submit BPO errors for QA review and flag missing resources for Novo Knowledge and Training to improve team accuracy and efficiency
• Work cross-functionally with internal teams to resolve issues, share customer insights, and improve processes

Preferred Qualifications

• 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

Benefits

• Learning and development budgets
• Able to work from the office 3+ days per week