Customer Support Associate

At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. We are on our way to accomplishing this mission by rewiring the financial industry with better credit infrastructure, analytics and workflows, enabling more people to get access to credit opportunities. Our cross-border credit product, Credit Passport, cash flow underwriting product, Cash Atlas, and income verification product, Income Navigator, are trusted by leading organizations like American Express, Verizon, HSBC, SoFi, Scotiabank, and Yardi to help them reach valuable new applicants from traditionally credit excluded populations. With support from investors Canapi Ventures, Kleiner Perkins, General Catalyst, and Index Ventures, as well as industry veterans from Goldman Sachs, JP Morgan, and Citi, Nova Credit is revolutionizing the way lending is done.

The Customer Support Associate will play a critical role in advancing our mission by delivering exceptional support to our enterprise-level B2B customers. In the process, you will work cross-functionally to improve our evolving support offering in collaboration with our Customer Support Lead. Core responsibilities of the role include:

• Serving as a communicative and trusted partner to our customers by providing accurate, thorough, and timely support across our product offerings
• Working cross-functionally with Customer Success, Product, Deployment, 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
• Assisting with reporting needs and conducting follow-up investigations based on reporting anomalies
  
  
  

Nova Credit offers a dynamic and inclusive work environment where you can meaningfully impact the lives of people historically excluded from the credit system. We value diversity, intellectual honesty, and innovation and are committed to supporting our team members' professional growth and development. If you're passionate about leveraging technology to drive financial inclusion, we want to hear from you!

This is a remote, full-time position reporting to the Customer Support Lead. Candidates based in the New York Metro Area are strongly preferred.

WITHIN THE FIRST MONTH, YOU'LL

• Understand Nova Credit’s products, business model, and customer base
• Learn our existing support systems and tools (including Zendesk)
• Begin partnering with our customers and internal teams to resolve customer issues and questions
• Develop an understanding of our customer and consumer support models
  
  
  

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
• Become well-versed in all the ways customers integrate with Nova Credit and the nuances of each approach
• Lead investigations with internal teams to solve complex customer issues
• Raise recurrent issues and feature requests to internal Nova teams for platform improvement
• Learn all about our data and reporting, and begin to generate insights
  
  
  

WITHIN THE FIRST YEAR, YOU'LL

• Become an expert in Nova Credit’s products, customers, and internal processes
• Make recommendations to improve support strategy as we scale
• Become a source of institutional knowledge; help build out an effective internal knowledge base and external FAQs to guide our consumers
  
  
  

Your Skillset

• 2+ years of experience in a client-facing enterprise B2B support role in SaaS, FinTech, or similar
• Ownership mindset and the entrepreneurial drive to provide outstanding support in a constantly changing environment
• Impeccable verbal and written communication
• Experience using analytical tools (Grafana, SQL, Tableau, Mixpanel, etc.) to troubleshoot ambiguous problems
• Proficiency with Zendesk or other similar customer ticketing software
• Ability to work and solve problems with a cross-functional and distributed team
• Familiarity with logging software like Datadog
  
  
  

Everyone is welcome at Nova Credit. We are an equal-opportunity employer where diversity and inclusion are central pillars of our company strategy. We seek applicants who understand, embrace, and thrive in a multicultural and globalized world. We do not discriminate on the basis of any protected class, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We do not consider criminal history until a conditional offer of employment has been made. We encourage all qualified candidates, including those with a criminal history, to apply.

The above compensation range is for US-based candidates and is dependent on individual experience, skills, education, location, and qualifications. We consider all elements of compensation to be a part of the value we provide to Novans. This may include base salary, equity grants, incentive compensation for eligible roles, professional development, flexible PTO, and tenure rewards. In the U.S., our benefits package includes comprehensive and generously subsidized medical, dental, and vision insurance options, along with a company-sponsored 401k plan, 16-week parental leave of absence, sick time off, and paid time off vacation.