Escalations Support Specialist

📍 Location TBD·🏢 Remote

Responsibilities

Proactively review and respond to customer and product survey feedback, and other high-priority issues requiring high support.
- Drive Product Knowledge & Adoption – Educate customers on Novo’s features and best practices to enhance their business operations and drive adoption.
- Collaborate for Customer-Centric Solutions – Work cross-functionally to resolve issues, share insights, and enhance processes.
- High-Touch Support & Escalation Management – Own escalated customer cases, ensuring swift, effective resolutions.

We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs).
- Ensure Compliance & Process Accuracy – Maintain knowledge of security, compliance, and operational policies while identifying and addressing process gaps.
- Strong understanding of financial products, services, and compliance standards.
- Ability to work in a fast-paced environment while maintaining high service standards.
- Adaptable and proactive, with a sense of urgency and ability to pivot in high-priority situations.
Experience with our tech stack such as Zendesk - Startup, specifically Fintech,

Requirements : - 2+ years in a customer-facing support or sales role, preferably via phone, email, or chat.

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.
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.