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Novo

Senior Manager, Customer Support & Success

South Dakota: the employer hasn't said whether this state is eligible.
Who can apply: US-based role. The employer has not said which states are eligible — confirm before applying.
Location as listed by the employer: “Remote, US”
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About this role

Novo is hiring for a Senior Manager, Customer Support & Success role (full-time). See the official posting for full details.

Requirements

  • Partner with Marketing, Product, Enablement and Support Operations stakeholders to drive a consistent, brand-aligned quality standards
  • Define which customer moments require human empathy and ensure seamless handoffs from automated to human support
  • Partner across CustOps teams to build scalable experiences based on customer segmentation
  • Partner with Enablement to represent the frontline perspective in product launches, ensuring we’re building the right customer experiences
  • Build feedback loops that continuously inform training, tooling, and process improvements across BPO and internal teams
  • 6+ years in Customer Success, Support leadership, RevOps, Client experience, CX Enablement, with meaningful time in a builder or scale-up environment
  • Background in fintech, banking, lending or SMB financial services strongly preferred — you understand the stakes of financial products for small business owners
  • Demonstrated experience building CS or CX programs from the ground up in a mid-maturity organization, not only optimizing what already exists

Summarized from the employer's posting — check the full posting for every requirement.