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Customer Support Lead

Nova Credit

Nova Credit

Customer Service
New York, NY, USA
Posted on Thursday, December 21, 2023
At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. Our diverse global team is stitching together the world's credit data into a single network to unlock financial opportunities for new-to-country, new-to-credit, and other populations that have been historically marginalized in the credit system. We’ve developed the world’s foremost expertise in credit data connectivity, standardization, analytics, and compliance required to unlock the power of open finance to benefit a broader base of consumers and lenders. We serve some of the world’s preeminent firms, including AmEx, HSBC, Scotiabank, SoFi, and Verizon, and our mission is backed by leading investors, such as Canapi, General Catalyst, Index Ventures, Kleiner Perkins, and Y Combinator.
The Customer Support Lead will play a critical role in advancing our mission by working closely with our Director of Strategy and Business Operations and Chief Customer Officer to build out a comprehensive B to B Customer Support system and process that ensures we deliver excellent service to our customers. The core responsibilities of the role include:
· Serving as a communicative and trusted partner to our customers by providing accurate, thorough, and timely support
· Working cross-functionally – including with Customer Success, Product, Data Science, and Engineering – to investigate customer issues and requests
· Acting as a “voice of the customer” internally, surfacing insights regarding common challenges impacting our customer base and using them to drive improvement initiatives
· Creating documentation to guide our customers and internal teams in resolving customer pain points
· Identifying and driving initiatives to consistently improve the performance of our Customer Support team via new tooling, reporting, data, processes, and resources
This is a remote, full-time position reporting to the Director of Strategy and Business Operations.
WITHIN THE FIRST MONTH, YOU'LL:
· Understand Nova Credit’s products, business model, and customer base
· Learn our existing support systems and tools (including Salesforce Service Console)
· Begin partnering with our customers and internal teams to resolve customer issues and questions
· Develop an understanding of Customer Support Function needs and offer a view of best practices to propel our customer service forward
WITHIN THE FIRST QUARTER, YOU'LL:
· Deliver world class customer service to help customers understand, use, and love our product; effectively triage and resolve issues while communicating with customers in a professional and timely manner and ensuring we exceed all customer SLAs
· Lead investigations with internal teams to solve complex customer issues
· Generate and socialize data-driven insights to help improve our product and customer relationships
· Identify and drive initiatives to improve the performance of the Customer Support team
WITHIN THE FIRST YEAR, YOU'LL:
· Become an expert in Nova Credit’s products, customers, and internal processes
· Own the development and build out of the Customer Support team, partnering with the Director of Strategy & Business Operations and Chief Customer Officer on projects to improve team processes, tooling, and overall service quality
· Become a source of institutional knowledge; build out an effective internal knowledge base and set of external FAQs to help guide our consumers
· Act as a trusted source of insight into the status of our customer relationships within Nova Credit
YOUR SKILLSET:
· 3+ years of experience in a client-facing enterprise support role
· Ownership mindset and the entrepreneurial drive to lead the development of a new team at a fast-growing technology company
· Impeccable verbal and written communication
· Proficiency with Salesforce Service Console and/or other similar customer ticketing software
· Ability to work and solve problems with a cross-functional and distributed team
· High customer empathy
Everyone is welcome at Nova Credit. We are an equal opportunity employer where our diversity and inclusion are central pillars to our company strategy. We look for applicants who understand, embrace, and thrive in a multicultural and increasingly globalized world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.