Customer Support

Customer Support

Nuvo is building the infrastructure that powers trade in the physical goods economy. Every part of modern life depends on physical goods: the food we eat, the fabric we wear, the steel and concrete that shape our cities. Behind it all are 50 million businesses trading $100 trillion each year. Consider how housing gets built. One company cuts down trees, another turns the wood into building materials, another sells the product wholesale, and a contractor uses them to build homes. Each step is a business trading with another to turn raw materials into finished goods. Most of these businesses still operate through offline networks, held together by fragmented systems, manual processes, and institutional memory. When trade is slow, costly, or error-prone, the effects cascade resources get misallocated, businesses can't grow, and consumers face higher costs and fewer choices. Nuvo builds technology that makes trade fast, automated, and intelligent. More than 75,000 businesses already use our platform, and we're backed by $45M from Sequoia, Spark, Founders Fund, and Index as we build the operating system for global commerce.

About the Role

We are looking for an enterprising Customer Support teammate to join the Nuvo team. This person will be responsible for providing exceptional user experiences to the thousands of companies that use Nuvo. At Nuvo, we take pride in creating a exceptional customer experience and are always striving to raise the bar. The person in this role will be a key driver in ensuring that all customers have an seamless experience with our products. The primary responsibilities will include responding to inbound support inquiries, improving support tooling (such as Intercom), partnering with customers while they integrate various systems with Nuvo, identifying patterns of repeated contact and areas of opportunity, owning and improving customer documentation and creating collateral that helps customers to achieve self-serve support. We're looking for an enthusiastic and resourceful team player who is always looking to improve the status quo and is excited about the prospect of supporting our rapidly growing user base.

You Will Be:

• The "Face" of Nuvo: You'll be on the front line, responding to email and chat requests for assistance from users. You'll be timely, professional, friendly, and highly responsive to customers.
• A Chameleon: You'll communicate with a broad range of customers with varying degrees of technical competence. You can seamlessly explain solutions to both CTOs and grandmothers.
• An Integration Expert: You'll partner with customers as they integrate their email systems (such as Outlook) and ERP systems (such as Netsuite) with Nuvo. This requires learning how these systems work, and supporting customers with instructions and troubleshooting on how to set up these connections.
• A Customer Advocate: You're a whiz at translating customer needs (and why they matter) to internal teams. You succinctly and precisely summarize the root causes of issues and follow through with internal teams to ensure we are delivering for customers.
• A Best-practices Instructor: Users need to know how to interact with the product and support. You enthusiastically understand and define best practices in product usage and support interactions, and guide customers to use our services as intended.
• Always Improving: You're eager to expand your scope improving our tooling (e.g., Intercom), creating customer documentation and education, managing customer communications about downtime/incidents, and anything else that enhances the customer experience.
• Metrics-Oriented: You understand the key metrics that define a world-class customer experience. You're eager to set ambitious goals and knock them out of the park.

You Have:

• 2+ years experience in an omnichannel client-facing role, preferably in a high-growth startup
• Exceptional written and verbal communication skills.
• A strong sense of ownership, following through internally and with customers, never letting issues linger.
• Resilience in fast-paced environments and a bias toward action.
• Experience with customer support platforms (e.g., Intercom) and content management systems.
• Proven track record of troubleshooting technical issues and writing clear, actionable bug tickets (e.g., in tools like Linear or Jira), with experience collaborating with Product and Engineering teams.
• Familiarity with and comfort using AI tools to improve efficiency, problem-solving, and support operations.

Nice to Have:

• Familiarity with APIs and supporting technical integrations
• Experience with SQL for investigating issues or analyzing trends

Candidates must be willing to work during the hours of 6am6pm PT, regardless of location. Expected Compensation Range $80,000-$140,000