Automation & Tooling Manager – Customer Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the systems and tools that support Novo’s Customer Operations team.

• Oversee the operational effectiveness of platforms such as Kustomer, telephony systems, Slack routing, and additional tools.

• Develop and enhance AI tools that support frontline agents.

• Ensure data integrity, manage user accounts, roles, security settings, and create dashboards.

• Work collaboratively with various teams to convert operational requirements into technical solutions.

• Introduce new support channels and improve the existing ones.

⛳️ Requirements

• Over 5 years of experience in an automation or tooling position, with hands-on experience in CRM and telephony systems.

• At least 1 year of experience specifically with Kustomer.

• Proven analytical capabilities and a strong comfort level with data and metrics.

• Familiarity with tools such as Claude, Jira, Twilio, n8n, and external application integrations.

• Excellent written and verbal communication skills; able to articulate technical trade-offs to non-technical stakeholders.

• A curiosity-driven attitude and eagerness to learn as you take on new challenges.

• Resourcefulness and determination in a fast-paced, entrepreneurial setting.

• Exceptional organizational skills and attention to detail.

• A genuine enthusiasm for providing an outstanding experience for both customers and agents.

• Bachelor’s degree or equivalent experience.

🏝️ Benefits

• A positive, inclusive, and supportive culture that encourages your growth on your journey.

• Access to learning and development budgets to foster your growth and strengthen team bonds.