Onshore Customer Support Specialist

The Onshore Customer Support Specialist at Novo has a diverse range of responsibilities. You will actively manage escalated customer cases, ensuring swift and effective resolutions, while also engaging with customers through multiple channels like calls, emails, and chats. A key part of the role involves educating customers on feature adoption and best practices, maintaining compliance, and collaborating across teams to enhance customer experiences. The position is designed for someone passionate about supporting small businesses and facilitating their success.

To qualify for the Onshore Customer Support Specialist role at Novo, candidates should have at least 2 years of experience in a customer-facing support or sales role, ideally via phone, email, or chat. A strong understanding of financial products and compliance standards is crucial, as well as adept communication and problem-solving skills. Familiarity with CRM systems and a proactive attitude is highly valued, as you'll be expected to maintain high standards in a fast-paced environment.

Success for the Onshore Customer Support Specialist at Novo is measured by the effective management of escalations and the overall quality of customer interactions. This includes achieving high marks in customer satisfaction surveys, meeting productivity benchmarks, and driving account retention through every customer touchpoint. Additionally, your ability to independently solve problems and influence positive customer outcomes will play a critical role in your success.

Novo boasts a positive and inclusive working culture. The team is mission-driven, always pushing to support small businesses with innovative solutions. Employees are encouraged to grow and bond through dedicated learning budgets, while also enjoying flexible work options. This fosters an environment where everyone can thrive and contribute to the broader goals of the company, making it an exciting place to be.

At Novo, professional development is taken seriously. As an Onshore Customer Support Specialist, you will have access to learning and development budgets tailored to help you advance your career. The supportive team environment encourages sharing knowledge and skills, while the exposure to new technologies and processes in the fintech sector will provide invaluable experiences that can help you build your expertise and enhance your career prospects.

In discussing your experience, be sure to highlight key responsibilities you've held in previous customer support roles. Emphasize your skills in handling escalations and managing different communication channels. Use examples to showcase instances where your actions positively impacted customer satisfaction.

When answering this question, describe a specific instance where you encountered a challenging customer. Detail the strategies you employed to diffuse the situation, listen actively, and provide solutions. Highlight how your approach led to a positive outcome, reinforcing your problem-solving abilities.

Demonstrate your ability to prioritize tasks by providing an overview of your organizational strategies, perhaps using tools like CRM systems or task management software. Discuss how your approach allows you to maintain high standards in customer service while effectively managing your workload.

Use this opportunity to share a detailed story of how you successfully educated a customer about a product or service. Discuss the techniques you employed, such as personalized training, resource sharing, or follow-up support, and the outcome it produced in terms of customer satisfaction or product adoption.

This is your chance to show your research and interest in the company. Speak about Novo's mission to empower small businesses and describe some of the financial tools or features they offer. Make connections between their mission and your passion for helping customers succeed.

Explain your understanding of compliance within customer support roles and the importance of adhering to security and operational policies. Provide an example of a situation where you identified and addressed potential compliance issues, emphasizing your proactive approach and attention to detail.

Talk about your decision-making process when faced with competing priorities. Highlight any methods you use to evaluate the urgency and importance of tasks at hand. Providing an example or two will help solidify your approach and demonstrate your time management skills.

Be honest and passionate when discussing your interest in joining Novo. Reference the company's innovative approach to fintech and its commitment to helping small businesses. Emphasize how your values align with Novo’s mission and how you believe you can contribute positively to their customer support team.

Discuss the metrics or feedback tools you use to gauge customer satisfaction. Mention the importance of CSAT surveys, direct customer feedback, and how you utilize that data to inform your performance and improve future customer interactions.

Articulate the skills you think are crucial for this role, such as strong communication, problem-solving, and the ability to engage with customers proactively. Explain why each skill is important and provide examples of how you've successfully applied these skills in past experiences.