Senior Manager, Customer Support & Success

The posting, as Novo wrote it

About Us

Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t provide the access, assistance and modern tools that owners need to successfully grow their business.

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). Novo is flipping the script of the banking world, and we’re excited to lead the small business banking revolution.

At Novo, we’re here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We’ve made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking.

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
• Offices in NYC and India

Role Summary

The Senior Manager, Customer Support & Success is the strategic owner of Novo's most critical 1:1 customer touchpoints - from complex escalations and collections recovery to a proactive customer success motion you’ll get to build from scratch. This is a player-coach role: you will lead a small, high-performing team while staying close to the work yourself. You will operate with significant autonomy, bring consistency and customer obsession, and shape what this function looks like two to three years from now.

About the Role

ESCALATIONS & COLLECTIONS — RAISE THE BAR

• Lead escalation specialists and collections & recovery agents handling Novo's most complex, high-stakes issues
• Collaborate with partners to drive collection performance through data and performance metrics
• Define and continuously improve escalation runbooks, SLAs, and closed-loop resolution processes
• Surface recurring issue trends and translate them into structured, actionable feedback for Enablement, Product and Engineering
• Use data and customer insights to drive closed-loop resolution processes and proactive outbound campaigns
• Lead collections execution with care: own how recovery work is done and how it lands with customers, delivering against targets

CUSTOMER OBSESSION

• Own the model for great Novo support experiences - the framework our frontline is held to.
• Bring the standard to life through partnership: work with Enablement to turn it into training, rubrics, and QA, and with Workforce & Vendor Operations to deliver it consisten

[…]
Exceptional empathy - you advocate for the human experience in an automated environment and model that standard for your team

• Sharp operator - you translate customer friction into structured process improvements with measurable outcomes
• Builder's mindset - You have a bias for action and are energized by ambiguity, able to create clarity and frameworks where none exist, with a focus 2–3 years out, not just the next sprint
• People developer - you invest in growing your team, create stretch opportunities, and think about succession even when the team is small
• Collaborative by nature - you build coalitions and define winning in terms of shared outcomes across partner teams
• Experience with CX tools including CRMs like Kustomer, Jira, BI tools

What Success Looks Like

• You have a clear picture of the current state - what's working, what's broken, and where the biggest opportunities are
• A customer success framework is designed and in early execution, with defined playbooks and impact for onboarding, health, credit attach and retention
• Escalation and recovery processes have measurably improved, with tighter measurable outcomes and better closed-loop resolution
• You strengthened how Customer Support and Success work together, how we spot risks, manage escalations and turn customer feedback into clear actions for Product and Engineering.
• BPO quality standards are documented and a feedback cadence with Enablement and Vendor Management is running consistently
• You are seen as the voice of the customer in cross-functional rooms - trusted across Customer Operations, Product, Growth and Engineering alike

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.