Escalations Support Specialist

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November 20

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Novo

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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.

201 - 500 employees

Founded 2016

💳 Fintech

🤝 B2B

🏦 Banking

💰 $35M Series B on 2022-11

📋 Description

• 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. • Handle inbound and outbound calls, emails, and chats, delivering professional and seamless support. • Educate customers on Novo’s features and best practices to enhance their business operations and drive adoption. • Maintain knowledge of security, compliance, and operational policies while identifying and addressing process gaps. • Gather and share insights on how to best improve the customer experience, focusing on both proactive and reactive support experiences. • Work cross-functionally to resolve issues, share insights, and enhance processes. • Analyze trends in customer inquiries and escalation patterns to drive meaningful enhancements. • Take initiative in identifying inefficiencies and proposing creative solutions that improve customer experience and internal workflows. • 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.

🏖️ Benefits

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