[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.ResponsibilitiesYou 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 layoutsManage users, roles, security settings, and permissions to maintain compliance and data privacyMaintain data integrity through routine data audits, deduplication, and cleanupBuild, deploy, and refine the AI agent copilots living inside Kustomer, partnering with stakeholder teams to design and improve themKeep system documentation current for configuration and troubleshooting of known issuesHelp automate internal processes across CustOps teamsBuild and maintain dashboards and performance reports; analyze the data and turn it into insights leadership and department heads can act onAudit support tools regularly for efficiency and lead projects to improve or expand the setup based on what you findIdentify critical failure points in the support process and develop SOPs for common situationsAnalyze support workflows, propose improvements, working closely with partner teams to implementCollaborate 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 whyPartner with Engineering and Product to maintain reliable connectors between Kustomer and other support tools, and flag internal tech that’s slowing agents downWork with Training and QA on how tooling can lift agent quality and workflowTranslate business needs from department leaders into scalable technical solutionsAlign tooling priorities with senior leadership and broader company objectivesLaunch new support channels and enhance existing onesResearch 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 experienceCommunicate real-time impacts to the wider organization with a risk-mitigation planSkills5+ years in an automation or tooling role, working hands-on with CRM and telephony systems1+ year with Kustomer specificallyDemonstrated analytical skills and genuine comfort with data and metricsExperience with tools like Claude, Jira, Twilio, n8n, and external app integrationsStrong written and verbal communication; you can explain technical tradeoffs to non-technical stakeholdersA curiosity-driven mindset and hunger to learn as you take on new responsibilitiesResourcefulness and persistence in a fast-paced, entrepreneurial environmentOutstanding organization and attention to detailA real passion for delivering a phenomenal customer and agent experienceBA/BS degree or equivalent experienceBenefitsPositive, inclusive, supportive culture cheering you on your journeyWe work with very new technologies and architecture patternsWe provide learning and development budgets to help you grow and bond with your teamOffices in NYC and IndiaCompany OverviewNovo provides a digital banking platform for small business owners, entrepreneurs, and freelancers. It was founded in 2016, and is headquartered in Miami, Florida, USA, with a workforce of 201-500 employees. Its website is https://www.novo.co.Company H1B SponsorshipNovo has a track record of offering H1B sponsorships, with 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.