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Novo · 1 month ago

Escalations Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$52K/yr - $54K/yr

2+ years exp

Novo is a rapidly growing series B fintech startup focused on supporting small businesses. The Escalations Support Specialist will enhance the customer support journey by advocating for customers, driving operational improvements, and managing escalated cases to ensure a high level of customer satisfaction.

B2BBankingFinancial ServicesFinTech

Responsibilities

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

Use escalation data to identify recurring issues and propose process improvements to prevent future escalations

Own the customer experience and make informed decisions that prioritize customer satisfaction and business impact

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

Qualification

Customer support experienceFinancial products knowledgeCRM systems proficiencyProblem-solving skillsCommunication skillsData analysisActive listeningAdaptability