Senior Manager, Customer Support & Success

About the role

You own the strategic direction and daily execution of Novo's most critical 1:1 customer touchpoints, including complex escalations and collections recovery, while building a proactive customer success motion from the ground up. This is a player-coach position where you will lead a small, high-performing team while actively managing demanding cases yourself to ensure quality and consistency. You will operate with significant autonomy, bringing deep customer obsession and process rigor to shape what this function looks like two to three years from now. You will raise the bar on how complex issues are handled, ensuring that escalation and recovery work is done with care and aligned with our mission to serve small businesses. You will use data and customer insights to close resolution loops and run proactive outbound campaigns that protect and grow our most important relationships.

Key facts

What you'll do

• Lead escalation specialists and collections & recovery agents handling Novo's most complex, high-stakes issues with clarity and empathy.
• Collaborate with partners to drive collection performance through data and performance metrics, identifying opportunities for incremental gains.
• Define and continuously improve escalation runbooks, SLAs, and closed-loop resolution processes to remove ambiguity and friction.
• Surface recurring issue trends and translate them into structured, actionable feedback for Enablement, Product, and Engineering teams.
• Use data and customer insights to refine closed-loop resolution processes and design proactive outbound campaigns that recover value and trust.
• Lead collections execution with care, owning how recovery work is done and how it lands with customers while delivering against performance targets.
• Own the model for great Novo support experiences, establishing the framework that our frontline is held to in every interaction.
• Bring this standard to life through partnership, working with Enablement to convert it into training, rubrics, and QA, and with Workforce & Vendor Operations to ensure consistent delivery across the BPO frontline.
• Represent the frontline and customer voice in product launches and roadmap discussions, ensuring that built experiences reflect real customer needs.
• Care deeply about the customer experience and know how to balance advocacy for the customer with good internal judgment and prioritization.
• Turn recurring friction into action by surfacing trends and translating them into structured feedback that improves both the product and the frontline experience.
• Lead, coach, and enable the team, setting clear priorities and expectations that keep the focus on customers and CX quality.
• Help design and stand up Novo's Customer Success function, from engagement frameworks and retention playbooks to customer health metrics and ongoing optimization.
• Measure the retention your teams influence, including the saves, recoveries, and at-risk relationships your team touches, and grow this motion as it matures.
• Lead high-value retention plays directly, stepping in personally on at-risk relationships that require senior judgment and nuanced communication.
• Tie what we learn from reactive support tickets and behavioral data to design proactive outbound campaigns in partnership with Marketing, Growth, and other stakeholder teams.
• Partner with Marketing, Product, Enablement, and Support Operations stakeholders to drive a consistent, brand-aligned quality standard across all customer interactions.
• Define which customer moments require human empathy and ensure careful handoffs from automated to human support without degradation of experience.
• Partner across CustOps teams to build scalable experiences based on customer segmentation, tailoring outreach and support paths to distinct needs.
• Build feedback loops that continuously inform training, tooling, and process improvements across both BPO and internal teams to compound learning over time.

Requirements

• You are based in New York and able to work from our NYC office regularly.
• You are comfortable operating in a fast-moving, high-growth startup environment where ambiguity is common and agility is required.
• You have a track record of managing and developing high-performing support teams, with experience in coaching, escalation management, and quality assurance.
• You understand how to use data to drive decisions, set measurable goals, and demonstrate impact on customer outcomes and business results.
• You are experienced in building and executing processes and runbooks that ensure consistency and scalability in customer interactions.
• You have strong judgment in balancing customer advocacy with business constraints and are comfortable making decisions that prioritize the customer while maintaining operational integrity.
• You communicate clearly and persuasively, both in writing and verbally, and are able to influence stakeholders without direct authority.
• You are comfortable managing sensitive situations such as collections and recoveries with professionalism, empathy, and compliance awareness.
• You have experience collaborating with cross-functional teams including Product, Engineering, Marketing, Compliance, and Operations to deliver cohesive customer experiences.
• You are comfortable working with very new technologies and architecture patterns, and you are excited by the opportunity to help define the tooling and workflows of a scaling fintech.

Nice to have

• Experience in fintech or financial services, particularly in small business banking or payments.
• Background in building and scaling Customer Success or Customer Support organizations in B2B or high-growth environments.
• Familiarity with customer health scoring, retention playbooks, and proactive outreach campaigns.
• Experience working with Vendor Operations or BPO management frameworks.
• Knowledge of regulatory considerations around collections and sensitive customer communication.

Practical notes

This role is full_time and based in New York. It requires regular presence in the NYC office due to the nature of cross-functional collaboration and hands-on work with frontline teams. There may be occasional travel to support Novo initiatives or stakeholder meetings. As a growing fintech, we operate on very new technologies and architecture patterns, so comfort with evolving tools and processes is essential. Visa sponsorship may be considered for highly qualified candidates based on business needs and eligibility.