Customer Support Specialist

Novatus Global; India; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Novatus is seeking a Customer Support Specialist to manage EnACT BAU client support, triage requests, and ensure timely resolutions. The role emphasizes analytical thinking, clear client communication, and collaboration with Onboarding and Engineering teams to resolve issues efficiently.

Ideal candidates have a financial services background or familiarity with financial instruments and regulatory reporting, plus a proactive approach to maintaining client relationships and service quality.

Formación

• Client-facing experience in financial services, fintech or technical support.
• Exposure to financial processes, instruments, or regulatory reporting is advantageous.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication; ability to explain complex issues to non-technical stakeholders.
• Ability to manage multiple tickets and tasks with defined processes.
• Comfortable with SaaS/fintech/operational platforms.

Responsabilidades

• Serve as the first point of contact for BAU client requests; triage, prioritize, and escalate as needed.
• Analyze ticket trends to identify recurring issues or product gaps.
• Maintain ongoing client relationships through regular updates and calls.
• Coordinate with Onboarding and Engineering teams for complex resolutions.
• Execute operational tasks and run BAU pipelines following procedures.
• Monitor SLA compliance and escalate risks to ensure timely responses.
• Document processes and contribute to knowledge bases and continuous improvement.

Conocimientos

Client facing

Financial processes

Analytical thinking

Excellent communication

Operational discipline

Technical literacy

Cross-team collaboration

Proactive problem-solving

Financial acumen

Descripción del empleo

Novatus is a Series B scale-up RegTech SaaS provider and boutique consulting practice, enabling financial services firms to solve complex challenges and redefine what’s possible through expert-led technology and consulting. Across both our technology and consulting services, Novatus delivers practical solutions to some of the most complex regulatory, data and operational challenges in financial services.

Our SaaS platform, En>ACT (short for Ensuring Accurate, Complete and Timely reporting), is a market-leading solution for regulatory transaction reporting and reconciliation, providing real-time, independent oversight of transaction reporting across all global regulatory regimes. En>ACT is the only real-time assurance solution that tests 100% of transactions and 100% of fields, replacing sample-based reviews and static PDF reports delivered months after the event with live, actionable insights. This helps firms remediate quickly, reduce risk, and meet regulatory obligations with confidence. Already trusted by more than 45 firms worldwide, the platform is scalable, proven, and designed for both business and technical users.

Alongside our SaaS offering, our unique model delivers consulting services to solve complex challenges, combining deep expertise, ownership and delivery to create lasting change. Our expertise spans Strategy & Operations, Data & AI, Risk & Resilience, Compliance, Transaction Reporting, and ESG. We embed ourselves within client teams to deliver both insight and execution, taking ownership of outcomes and driving measurable impact.

Since our launch in 2019, we have scaled rapidly, creating space for our people to grow the business. Backed by North American private equity investment, and partnerships with the London Stock Exchange Group and Snowflake’s global data platform, we are shaping the future of financial services through innovation in both consulting and technology. Now a team of 140 globally, our growth plans do not stop here: we are looking for top-tier talent to join us on our journey and enable our next phase of success.

Job Overview:

The Customer Support Specialist is responsible for managing En>ACT BAU client support, triaging incoming requests, and ensuring timely resolution. Acting as the primary point of contact for clients in BAU, the role requires strong analytical skills to understand client issues and internal processes, coupled with exceptional written and verbal communication to maintain professional and proactive client relationships. A financial background and understanding of financial instruments, transactions, and regulatory reporting requirements would be highly desirable, however we also encourage product support professionals from a FinTech or RegTech background to apply.

Key Responsibilities

• Serve as the first point of contact for BAU client requests: triage, prioritise, and elevate issues as needed.
• Analyse ticket trends to identify recurring patterns, operational inefficiencies, or potential product issues.
• Maintain ongoing client relationships through regular communications, updates, and calls.
• Coordinate with Onboarding and Engineering teams to ensure smooth resolution of complex issues.
• Execute operational processes, including running and validating BAU pipelines or other routine tasks, according to defined procedures.
• Monitor SLA compliance and proactively escalade risks to ensure timely responses.
• Document processes, maintain knowledge bases, and contribute to continuous improvement initiatives.

About You:

• Client facing experience: previous experience in client-facing or operational roles in financial services, fintech, or technical support environments essential.
• Exposure to financial processes, instruments, or regulatory reporting is advantageous.
• Analytical ability: Strong problem-solving and pattern recognition skills.
• Client communication: Exceptional written and verbal skills; ability to explain complex issues clearly to non-technical stakeholders.
• Operational discipline: Capable of managing multiple tickets and tasks simultaneously, prioritising effectively, and following defined processes.
• Technical literacy: Comfortable understanding technical systems; experience with SaaS, fintech, or operational platforms advantageous.
• Collaboration: Works effectively across teams (Onboarding, Engineering, Regulatory Intelligence) to ensure client satisfaction.
• Proactivity: Anticipates client issues and takes action before problems escalade.
• Financial acumen (preferred): Understanding of financial instruments, transactions, and regulatory reporting requirements to support clients effectively.

Key Behaviours

• Empathetic and professional client engagement.
• Strong investigative and problem-solving mindset.
• Adaptable to fast-paced, changing environments.
• Commitment to accuracy, documentation, and process compliance.

Why Join Us?

Work Across Disciplines: You won't be confined to a single track- you will develop a broader skillset across our capabilities and offerings.

Solve Problems that Matter: Work on complex challenges, where your thinking, analysis, and execution have real impact.

Flat, Visible, Collaborative: We keep the structure flat, so you can collaborate directly with senior leaders and experienced specialists. Your work is visible, your perspectives are valued, and you will see the impact of your contributions every day.

A Place for Builders: This is a great place for people who enjoy driving results and taking ownership. If you are driven to add value and help grow our business, you will enjoy a rewarding experience that recognises your contributions.

Novatus’ Equal Opportunities Statement:

Novatus is an Equal Opportunity Employer. All employment decisions are made based on business needs, role requirements, and individual qualifications, without regard to race, age, religion or belief, sex, sexual orientation, gender identity or expression, marital or civil partnership status, pregnancy or maternity, socioeconomic background, disability, or any other characteristic protected under the Equality Act 2010.

We maintain a workplace culture that is inclusive, respectful, and supportive. Our recruitment and selection processes are designed to ensure fairness and consistency for all candidates.

Reasonable adjustments are available throughout the application and interview process, and candidates are encouraged to contact Human Resources to discuss any specific requirements.

This commitment is embedded in all aspects of our employment practices, including recruitment, compensation, professional development, promotion, and workplace conduct.

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