[Remote] Automation & Tooling Manager- Customer Operations
Note: The job is a remote job and is open to candidates in USA. Novo is a rapidly growing series B fintech startup on a mission to revolutionize small business banking. They are seeking an Automation & Tooling Manager for their Customer Operations team to own the systems and tooling that support customer interactions, improve operational efficiency, and enhance the agent and customer experience.
Responsibilities
- You are the system administrator and resident expert for Kustomer and the broader CustOps tech stack (telephony, chat, Slack routing, and supporting tools)
- Run day-to-day operations of the CRM: custom object design, workflows, automation rules, triggers, ticketing logic, and page layouts
- Manage users, roles, security settings, and permissions to maintain compliance and data privacy
- Maintain data integrity through routine data audits, deduplication, and cleanup
- Build, deploy, and refine the AI agent copilots living inside Kustomer, partnering with stakeholder teams to design and improve them
- Keep system documentation current for configuration and troubleshooting of known issues
- Help automate internal processes across CustOps teams
- Build and maintain dashboards and performance reports; analyze the data and turn it into insights leadership and department heads can act on
- Audit support tools regularly for efficiency and lead projects to improve or expand the setup based on what you find
- Identify critical failure points in the support process and develop SOPs for common situations
- Analyze support workflows, propose improvements, working closely with partner teams to implement
- Collaborate across teams and communicate clearly with both technical and non-technical partners, translating system needs and tradeoffs so every group understands what’s required and why
- Partner with Engineering and Product to maintain reliable connectors between Kustomer and other support tools, and flag internal tech that’s slowing agents down
- Work with Training and QA on how tooling can lift agent quality and workflow
- Translate business needs from department leaders into scalable technical solutions
- Align tooling priorities with senior leadership and broader company objectives
- Launch new support channels and enhance existing ones
- Research vendors and automation practices, evaluate how Novo could leverage them, and participate in RFPs with an eye on financial impact and the customer and agent experience
- Communicate real-time impacts to the wider organization with a risk-mitigation plan
Skills
- 5+ years in an automation or tooling role, working hands-on with CRM and telephony systems
- 1+ year with Kustomer specifically
- Demonstrated analytical skills and genuine comfort with data and metrics
- Experience with tools like Claude, Jira, Twilio, n8n, and external app integrations
- Strong written and verbal communication; you can explain technical tradeoffs to non-technical stakeholders
- A curiosity-driven mindset and hunger to learn as you take on new responsibilities
- Resourcefulness and persistence in a fast-paced, entrepreneurial environment
- Outstanding organization and attention to detail
- A real passion for delivering a phenomenal customer and agent experience
- BA/BS degree or equivalent experience
Benefits
- Positive, inclusive, supportive culture cheering you on your journey
- We work with very new technologies and architecture patterns
- We provide learning and development budgets to help you grow and bond with your team
- Offices in NYC and India
Company Overview
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