Automation & Tooling Manager – Customer Operations

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Novo

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

💳 Fintech

🤝 B2B

🏦 Banking

💰 $35M Series B on 2022-11

Fintech • B2B • Banking

Novo is a fintech company offering a range of banking services tailored for small businesses, freelancers, self-employed individuals, and consultants. Known for its user-friendly platform, Novo provides tools such as business banking accounts, credit cards, funding solutions, and bookkeeping with AI-powered transaction categorization. Novo integrates with top business tools and provides resources to help customers manage budgets, invoices, and financial insights. Offering secure, seamless banking services, Novo partners with banks like Middlesex Federal Savings to provide FDIC-insured deposit accounts.

📋 Description

• Own the systems and tooling that power Novo’s Customer Operations team • Manage the operational health of systems like Kustomer, telephony stack, Slack routing, and other tools • Build and evolve AI tooling that enhances frontline agents • Maintain data integrity, manage users, roles, security settings, and build dashboards • Collaborate across teams to translate operational needs into technical solutions • Launch new support channels and enhance existing ones

🎯 Requirements

• 5+ years in an automation or tooling role, working hands-on with CRM and telephony systems • 1+ year with Kustomer specifically • Demonstrated analytical skills and genuine comfort with data and metrics • Experience with tools like Claude, Jira, Twilio, n8n, and external app integrations • Strong written and verbal communication; you can explain technical tradeoffs to non-technical stakeholders • A curiosity-driven mindset and hunger to learn as you take on new responsibilities • Resourcefulness and persistence in a fast-paced, entrepreneurial environment • Outstanding organization and attention to detail • A real passion for delivering a phenomenal customer and agent experience • BA/BS degree or equivalent experience.

🏖️ Benefits

• Positive, inclusive, supportive culture cheering you on your journey • Learning and development budgets to help you grow and bond with your team