What are the responsibilities and job description for the Onshore Customer Support Specialist position at Novo?
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
