Escalations Support Specialist

Novo Customer Support Escalations Team Member

Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don't provide the access, assistance and modern tools that owners need to successfully grow their business. We started Novo to challenge the status quowe're on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and we're excited to lead the small business banking revolution. At Novo, we're here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We've made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking.

You'll be a valued member of our specialized Escalations Team within Customer Support as we continue to enhance the customer support journey, from onboarding to advocacy. We're looking for someone passionate about improving the customer experience not just by following processes but by actively shaping them.

This role requires someone who can gather and share insights, drive operational and customer support experience improvements, and take ownership of the customer journey. You won't just assist customers; you'll advocate for them, identifying patterns, making data-driven recommendations, and ensuring every interaction contributes to a better overall experience. You'll play a key role in both reactive and proactive support efforts, helping drive strategic improvements across the organization.

Responsibilities:

• High-Touch Support & Escalation Management Own escalated customer cases, ensuring swift, effective resolutions. Proactively review and respond to customer and product survey feedback, and other high-priority issues requiring high support. Act as a mediator between customers and internal departments to ensure customer satisfaction and identify areas for process improvement.
• Multi-Channel Customer Engagement Handle inbound and outbound calls, emails, and chats, delivering professional and seamless support.
• Drive Product Knowledge & Adoption Educate customers on Novo's features and best practices to enhance their business operations and drive adoption.
• Ensure Compliance & Process Accuracy Maintain knowledge of security, compliance, and operational policies while identifying and addressing process gaps.
• Strengthen Feedback Loops Gather and share insights on how to best improve the customer experience, focusing on both proactive and reactive support experiences.
• Collaborate for Customer-Centric Solutions Work cross-functionally to resolve issues, share insights, and enhance processes.
• Identify & Recommend Improvements Analyze trends in customer inquiries and escalation patterns to drive meaningful enhancements. Use escalation data to identify recurring issues and propose process improvements to prevent future escalations.
• Be the Guardian of the Customer Experience Own the customer experience and make informed decisions that prioritize customer satisfaction and business impact. Take initiative in identifying inefficiencies and proposing creative solutions that improve customer experience and internal workflows.
• Leverage Data for Impact Use customer feedback and analytics to drive operational and customer support experience improvements, identifying automation and efficiency opportunities.

Requirements:

• 2+ years in a customer-facing support or sales role, preferably via phone, email, or chat.
• Strong understanding of financial products, services, and compliance standards.
• Confidence in proactive and reactive customer interactions across multiple channels.
• Strong problem-solving, active listening, and communication skills.
• Ability to work in a fast-paced environment while maintaining high service standards.
• Proficient with CRM systems, ticketing platforms, and web-based applications.
• Adaptable and proactive, with a sense of urgency and ability to pivot 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:

• Effectively manages escalations, ensuring quick resolution and proactive issue mitigation.
• Demonstrates autonomy in problem-solving and leveraging available resources.
• Applies critical thinking to resolve complex issues and follows instructions precisely.
• Consistently meets productivity and quality benchmarks.
• Every customer interaction upholds a high standard of excellence, measured by CSAT surveys, QA reviews, and customer feedback.
• Contributes insights that lead to process, product, or policy improvements.
• Uses data and qualitative feedback to recommend strategic changes that enhance customer success.

Nice To Have, but Not Mandatory:

• 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

Salary Range: $52,000 - $54,080 annualised salary. This range is not inclusive of discretionary bonus or equity package, offers to be determined based on experience, education and skill set. Novo values diversity as a core tenant 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.