Head of Customer Success

Website Novo

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 FinTech platform for small businesses (SMBs). Novo is flipping the script of the FinTech world, and we’re excited to lead the small business FinTech revolution.

We are looking for people of character. Pragmatic and capable people who want to see their work drive better outcomes for small businesses — the backbone of our economy. You will join our team and work on the building blocks of everything Novo ships.

  Why Novo?

  • Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America
  • Positive, inclusive, supportive culture cheering you on your journey
  • We work with very new technologies and architecture patterns 
  • We provide learning and development budgets to help you grow and bond with your team 
  • Hybrid work culture
  • Offices in NYC, Miami, and India for those that want to whiteboard in person

About the Role:

  • Lead a growing team of CX leaders and their respective teams across multiple locations and channels (e.g. chat, email, and phones) ensuring that service level goals and key performance metrics are achieved. 
  • Enable the team to execute strategies set by the department and monitor the impact of strategy on key department KPIs.
  • Proactively identify ways to avoid recurrence of customer contacts by recommending changes to process, operations, and automation efforts.
  • Cross-functional partnership with CX, Compliance, Finance, Legal, Product, and Product operations to ensure Account Servicing issues are tracked, communicated and executed.
  • Implement operational strategies to ensure that performance, culture, and processes are aligned with corporate and client objectives.
  • Identify and implement business process improvements to improve the customer and employee experiences
  • Establish metrics and tracking mechanisms to build accountability, assess effectiveness, measure results, evaluate trends, provide direct feedback, and report performance to leadership and stakeholders
  • Utilize an in-depth understanding of metrics, reporting, capacity planning to make informed data-driven decisions.
  • Perform metrics analysis to find opportunities ripe for operational efficiency and quality improvements
  • Promoting a positive work environment and culture for a rapidly growing and changing team that is flexible and understanding of customer and organizational pain points.
  • Focus on team growth and enablement through training, mentorship, career development, and employee engagement.
  • Passionate about leading by example, mentoring, and inspiring others to do their best work while driving individual and team accountability.
  • Create, manage and improve standards and procedures within the team.
  • Enabling team members to drive and lead cross-functional projects that impact the customer experience
  • Collaborating closely between CX and engineering across initiatives focused on agent tools and CX tech stack.

Requirements for the Role:

  • 8+ years of proven, results-based, experience in organizational leadership, preferably at a high growth tech company or in financial services
  • Bachelor’s Degree or equivalent work experience
  • Experience managing omnichannel support including voice, live chat, email, etc.
  • Experience in identifying areas for strategic improvement in regards to systems, processes, policies, and procedures
  • Superb communication and interpersonal skills, building strong relationships with internal collaborators, external partners, and Novo customers
  • Digital savviness and command of CX tools & processes with a track record of measurable development
  • Self-starter with the ability to adapt to evolving needs of a high-growth, fast-paced organization while maintaining urgency in execution.
  • Proven ability to establish clear responsibilities and processes for measuring results
  • Exceptional organizational skills, with a proven track record of successfully managing cross-functional teams and projects to completion with precise attention to detail
  • Strong ability to analyze existing programs for gaps and improvement opportunities then develop and implement strategies to drive clear business impact
  • Strong customer orientation and passion for delivering high-quality standards
  • Analytical approach to problem-solving, high degree of proactive behavior, and result orientation

How We Define Success:

  • Drive Operational Precision: Improvements to operational efficiency to reduce time to resolution for customers.
  • Invest in your Team: Understanding of the Agent/Employee Experience and driving improvements to their day-to-day.
  • Deliver Great Value: Ensure is providing better experiences at little to no cost to our customers.

Nice To Have, but Not Required:

  • CX experience in a regulated financial services industry highly desired
  • Zendesk Administration and management experience is a plus
  • Previous experience with tools like Jira, Stella Connect, Tymeshift, Lessonly, and other CX tools.
  • Understanding of Complex Financial Topics
  • Strong sense of ownership and responsibility
  • The ability to concisely and accurately communicate complex topics
  • Intolerance of Inefficiency

Novo values diversity as a core tenant of the work we do and the businesses we serve. 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.

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