Customer Support

About Nuvo

About the Role

You Will Be:

• The “Face” of Nuvo: You’ll be on the front line, responding to email and chat requests for assistance from users. You’ll be timely, professional, friendly, and highly responsive to customers.
• A Chameleon: You’ll communicate with a broad range of customers with varying degrees of technical competence. You can seamlessly explain solutions to both CTOs and grandmothers.
• An Integration Expert: You’ll partner with customers as they integrate their email systems (such as Outlook) and ERP systems (such as Netsuite) with Nuvo. This requires learning how these systems work, and supporting customers with instructions and troubleshooting on how to set up these connections.
• A Customer Advocate: You’re a whiz at translating customer needs (and why they matter) to internal teams. You succinctly and precisely summarize the root causes of issues and follow through with internal teams to ensure we are delivering for customers.
• A Best-practices Instructor: Users need to know how to interact with the product and support. You enthusiastically understand and define best practices in product usage and support interactions, and guide customers to use our services as intended.
• Always Improving: You’re eager to expand your scope — improving our tooling (e.g., Intercom), creating customer documentation and education, managing customer communications about downtime/incidents, and anything else that enhances the customer experience.
• Metrics-Oriented: You understand the key metrics that define a world-class customer experience. You’re eager to set ambitious goals and knock them out of the park.

You Have:

• 2+ years experience in an omnichannel client-facing role, preferably in a high-growth startup
• Exceptional written and verbal communication skills.
• A strong sense of ownership, following through internally and with customers, never letting issues linger.
• Resilience in fast-paced environments and a bias toward action.
• Experience with customer support platforms (e.g., Intercom) and content management systems.
• Proven track record of troubleshooting technical issues and writing clear, actionable bug tickets (e.g., in tools like Linear or Jira), with experience collaborating with Product and Engineering teams.
• Familiarity with and comfort using AI tools to improve efficiency, problem-solving, and support operations.

Nice to Have:

• Familiarity with APIs and supporting technical integrations
• Experience with SQL for investigating issues or analyzing trends