Customer Support Associate

January 19

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $58.5k - $82k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🦅 H1B Visa Sponsor

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Nova Credit

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Nova Credit is a company that offers a platform empowering businesses to underwrite credit for new consumers, leveraging innovative products like Cash Atlas™, Credit Passport®, and Income Navigator. The company facilitates access to unified consumer credit data from multiple international sources, such as credit bureaus and bank data aggregators, to reach new consumers, manage portfolio risk, and automate income verification. Nova Credit serves various industries including banks, fintech companies, and auto lenders, aiming to predict creditworthiness with alternative data sources.

51 - 200 employees

Founded 2015

💳 Fintech

💸 Finance

🤝 B2B

📋 Description

• At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. • The Customer Support Associate will play a critical role in advancing our mission by delivering exceptional support to our enterprise-level B2B customers. • 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!

🎯 Requirements

• 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

🏖️ Benefits

• Comprehensive and generously subsidized medical, dental, and vision insurance options • Company-sponsored 401k plan • 16-week parental leave of absence • Sick time off • Paid time off vacation