Senior Customer Support Lead

At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. We are on our way to accomplishing this mission by rewiring the financial industry with better credit infrastructure, analytics, and workflows, enabling more people to access credit opportunities. Our cross-border credit product, Credit Passport®, cash flow underwriting product, Cash Atlas™, and income verification product, Income Navigator, are trusted by leading organizations like American Express, Verizon, HSBC, SoFi, Scotiabank, and Yardi to help them reach valuable new applicants from traditionally credit excluded populations. With support from investors Canapi Ventures, Kleiner Perkins, General Catalyst, and Index Ventures, as well as industry veterans from Goldman Sachs, JP Morgan, and Citi, Nova Credit is revolutionizing the way lending is done. We were recently named in Forbes’ Fintech 50 in 2025 and Built In’s Best Places to Work, 2025.

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!

The Senior Customer Support Lead will play a strategic role in advancing our mission by leading customer support initiatives, driving process improvements, and delivering exceptional support to our enterprise-level B2B customers. This role requires deep product expertise and the ability to handle the most complex customer issues.

This is a remote, full-time position reporting to our Head of Enablement. Candidates based in the Boston or New York Metropolitan Areas are strongly preferred.

CORE RESPONSIBILITIES:

• Serving as a trusted advisor to our most strategic customers by providing expert-level support across our full product suite
• Leading cross-functional problem-solving efforts with Customer Success, Product, Deployment, and Engineering to resolve complex technical issues and architect solutions
• Driving continuous improvement by analyzing support trends, identifying root causes, and recommending strategic enhancements to product and process
• Developing comprehensive knowledge base resources, training materials, and best practices documentation
• Owning and optimizing support metrics, SLAs, and reporting frameworks to enhance overall customer experience
• Identifying opportunities to proactively mitigate customer issues before they escalate

WITHIN THE FIRST MONTH, YOU'LL:

• Develop a comprehensive understanding of Nova Credit's products, business model, customer segments, and technical architecture
• Become proficient with our support infrastructure and advanced troubleshooting methodologies
• Begin handling complex escalations and collaborating with senior stakeholders to resolve high-priority customer issues
• Audit existing support processes and identify opportunities for improvement

WITHIN THE FIRST QUARTER, YOU'LL:

• Establish yourself as a technical authority, able to diagnose and resolve the most complex customer issues that require deep product knowledge and cross-functional collaboration
• Take ownership of support process improvements to enhance efficiency and customer satisfaction
• Implement advanced monitoring and alert systems to identify potential issues before customers report them
• Lead data analysis initiatives to extract meaningful insights from customer interactions and support metrics

WITHIN THE FIRST YEAR, YOU'LL:

• Become the definitive subject matter expert on Nova Credit's products and technical integrations
• Lead the development of comprehensive knowledge management systems and self-service resources
• Drive strategic support initiatives that significantly improve customer satisfaction and operational efficiency
• Help shape product roadmaps by effectively advocating for customer needs based on support trends and insights
• Establish best practices and standardized procedures for the entire support organization

YOUR SKILLSET:

• 5+ years of experience in enterprise B2B technical support roles within SaaS, FinTech, or similar environments, with at least 2 years handling complex technical issues
• Proven track record of leading support process improvements and mentoring junior team members
• Advanced troubleshooting abilities and the capacity to solve ambiguous technical problems independently
• Exceptional communication skills with the ability to translate technical concepts to various audiences
• Strong proficiency with data analysis tools (SQL, Tableau, Mixpanel, etc.) and the ability to derive actionable insights
• Experience with advanced features of Zendesk or similar enterprise support platforms, including workflow automation and reporting
• Demonstrated ability to influence product decisions through data-driven customer advocacy
• Experience developing comprehensive knowledge base resources and training materials
• Familiarity with log analysis and monitoring tools (Datadog, Splunk, etc.)

Everyone is welcome at Nova Credit. We are an equal-opportunity employer where diversity and inclusion are central pillars of our company strategy. We seek applicants who understand, embrace, and thrive in a multicultural and globalized world. We do not discriminate on the basis of any protected class, including race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We do not consider criminal history until a conditional offer of employment has been made. We encourage all qualified candidates, including those with a criminal history, to apply.