- Lead escalation specialists and collections and recovery agents handling complex customer issues.
- Improve escalation runbooks, SLAs, and closed-loop resolution processes.
- Use performance data and customer insights to improve collection performance and develop proactive outbound campaigns.
- Build Novo’s Customer Success function, including engagement frameworks, retention playbooks, and customer health metrics.
- Lead high-value retention efforts and personally support at-risk customer relationships.
- Define customer support standards and partner with Enablement and Workforce and Vendor Operations to apply them across the BPO frontline.
- Represent customer and frontline perspectives in product launches and roadmap discussions.
- Partner across Customer Operations, Marketing, Compliance, Product, and Engineering to address customer lifecycle issues.
- Provide executive-ready reporting on product friction, customer experience quality, risk trends, and customer sentiment.
JiraCustomer Success