Senior Manager, Customer Support & Success
- Where you can live
- Remote, US
- Working hours
- Overlap with UTC-10 to UTC-5
- Salary
- USD 145,000 to 165,000 per year
- Posted
- August 7, 2026
Summary from the posting
Escalations & Collections , Raise the bar
Lead escalation specialists and collections & recovery agents handling Novo's most complex, high-stakes issues
Collaborate with partners to drive collection performance through data and performance metrics
Define and continuously improve escalation runbooks, SLAs, and closed-loop resolution processes
Surface recurring issue trends and translate them into structured, actionable feedback for Enablement, Product and Engineering
Use data and customer insights to drive closed-loop resolution processes and proactive outbound campaigns
Lead collections execution with care: own how recovery work is done and how it lands with customers, delivering against targets
This is a short summary. The full description, requirements and the application form are on Novo's own career page.