What are the responsibilities and job description for the Customer Support position at Nuvo?
About Nuvo
Nuvo is bringing B2B commerce online.
While technology has reshaped consumer commerce, the business-to-business (B2B) economy — three times larger— has lagged behind.
From coffee to lumber, every product we use has been traded through a complex supply chain of suppliers, manufacturers, wholesalers, and retailers. Despite the massive scale of this market, most businesses manage their trading relationships and commerce activities using outdated methods like paper forms, PDFs, emails, faxes, phone calls, and spreadsheets, making processes slow and inefficient.
Much like how Shopify, Stripe and Square have transformed how consumer companies transact, we aim to do the same for B2B companies.
About The Role
We are looking for an enterprising Customer Support and Experience teammate to join the Nuvo team. This person will be responsible for providing exceptional user experiences to the thousands of companies that use Nuvo.
At Nuvo, we take pride in creating a great customer experience and are always striving to raise the bar. The person in this role will be a key driver in ensuring that all customers have an outstanding experience with our products.
The primary responsibilities will include responding to inbound support inquiries, owning and improving support tooling (such as Intercom), partnering with customers while they integrate various systems with Nuvo, identifying patterns of repeated contact and areas of opportunity, owning and improving customer documentation and creating collateral that helps customers to achieve self-serve support.
We’re looking for an enthusiastic and resourceful team player who is always looking to improve the status quo and is excited about the prospect of supporting our rapidly growing user base.
You Will Be
Nuvo is bringing B2B commerce online.
While technology has reshaped consumer commerce, the business-to-business (B2B) economy — three times larger— has lagged behind.
From coffee to lumber, every product we use has been traded through a complex supply chain of suppliers, manufacturers, wholesalers, and retailers. Despite the massive scale of this market, most businesses manage their trading relationships and commerce activities using outdated methods like paper forms, PDFs, emails, faxes, phone calls, and spreadsheets, making processes slow and inefficient.
Much like how Shopify, Stripe and Square have transformed how consumer companies transact, we aim to do the same for B2B companies.
About The Role
We are looking for an enterprising Customer Support and Experience teammate to join the Nuvo team. This person will be responsible for providing exceptional user experiences to the thousands of companies that use Nuvo.
At Nuvo, we take pride in creating a great customer experience and are always striving to raise the bar. The person in this role will be a key driver in ensuring that all customers have an outstanding experience with our products.
The primary responsibilities will include responding to inbound support inquiries, owning and improving support tooling (such as Intercom), partnering with customers while they integrate various systems with Nuvo, identifying patterns of repeated contact and areas of opportunity, owning and improving customer documentation and creating collateral that helps customers to achieve self-serve support.
We’re looking for an enthusiastic and resourceful team player who is always looking to improve the status quo and is excited about the prospect of supporting our rapidly growing user base.
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.
- 2 years in support engineering, customer advocacy, or developer education roles, with a demonstrated track record of delivering exceptional customer experiences.
- A strong sense of ownership — when you identify a problem, you collaborate with the team to resolve it, and own the communication back to customers. You don’t let problems linger.
- Experience with customer support and experience platforms (e.g., Intercom) and content management systems. Familiarity with engineering ticketing systems like Linear or Jira is a plus.
- Resilience in fast-paced environments. You thrive in dynamic settings, remain calm under pressure, and maintain a bias for action even during challenging situations.
- Exceptional communication skills. You excel at both written and verbal communication, with the ability to simplify technical topics for non-technical users without losing clarity or detail.
- Proficiency with SQL empowers you to investigate issues, track key performance metrics, and make informed decisions to enhance the customer experience.
- Hands-on experience working with APIs enables you to effectively support and troubleshoot integrations.
- (Bonus) Basic knowledge of Python and/or JavaScript is an asset, enhancing your ability to collaborate with our engineering teams and understand technical challenges.