• Own escalated customer cases, ensuring swift, effective resolutions. • Proactively review and respond to customer and product survey feedback, and other high-priority issues requiring high support. • Act as a mediator between customers and internal departments to ensure customer satisfaction and identify areas for process improvement. • Handle inbound and outbound calls, emails, and chats, delivering professional and seamless support. • Educate customers on Novo’s features and best practices to enhance their business operations and drive adoption. • Maintain knowledge of security, compliance, and operational policies while identifying and addressing process gaps. • Gather and share insights on how to best improve the customer experience, focusing on both proactive and reactive support experiences. • Work cross-functionally to resolve issues, share insights, and enhance processes. • Analyze trends in customer inquiries and escalation patterns to drive meaningful enhancements. • Take initiative in identifying inefficiencies and proposing creative solutions that improve customer experience and internal workflows. • Use customer feedback and analytics to drive operational and customer support experience improvements, identifying automation and efficiency opportunities.