{"id":3507175,"url":"https://alion.io/job/novatus-global-customer-operations-specialist","title":"Customer Operations Specialist","company":{"id":4488543,"name":"Novatus Global","domain":"novatusglobal.com","url":"https://alion.io/company/novatus-global","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Snowflake","optional":false}],"status":"live","first_seen_at":"2026-10-29T08:47:18Z","employer_posted_date":null,"last_verified_at":"2026-10-29T08:47:18Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Novatus is a Series B scale-upRegTechSaaS provider and boutique consulting practice, enabling financial services firms to solve complex challenges and redefinewhat’spossible 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. \n\nOur 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. \n\nAlongside our SaaS offering, our unique model delivers consulting services to solve complex challenges, combining deepexpertise,ownershipand delivery to create lasting change. Ourexpertisespans 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. \n\nSince 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. \n\nJob Overview:\n\nThe 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.\n\nKey Responsibilities\n\nServe as the first point of contact for BAU client requests: triage, prioritise, and escalate issues as needed.\n\nAnalyse ticket trends to identify recurring patterns, operational inefficiencies, or potential product issues.\n\nMaintain ongoing client relationships through regular communications, updates, and calls.\n\nCoordinate with Onboarding and Engineering teams to ensure smooth resolution of complex issues.\n\nExecute operational processes, including running and validating BAU pipelines or other routine tasks, according to defined procedures.\n\nMonitor SLA compliance and proactively escalate risks to ensure timely responses.\n\nDocument processes, maintain knowledge bases, and contribute to continuous improvement initiatives.\n\nAbout You:\n\nClient facing experience: previous experience in client-facing or operational roles in financial services, fintech, or technical support environments essential. \n\nExposure to financial processes, instruments, or regulatory reporting is advantageous. \n\nAnalytical ability: Strong problem-solving and pattern recognition skills. \n\nClient communication: Exceptional written and verbal skills; ability to explain complex issues clearly to non-technical stakeholders. \n\nOperational discipline: Capable of managing multiple tickets and tasks simultaneously, prioritising effectively, and following defined processes. \n\nTechnical literacy: Comfortable understanding technical systems; experience with SaaS, fintech, or operational platforms advantageous. \n\nCollaboration: Works effectively across teams (Onboarding, Engineering, Regulatory Intelligence) to ensure client satisfaction. \n\nProactivity: Anticipates client issues and takes action before problems escalate. \n\nFinancial acumen (preferred): Understanding of financial instruments, transactions, and regulatory reporting requirements to support clients effectively. \n\nKey Behaviours \n\nEmpathetic and professional client engagement. \n\nStrong investigative and problem-solving mindset. \n\nAdaptable to fast-paced, changing environments. \n\nCommitment to accuracy, documentation, and process compliance. \n\nWhy Join Us?\n\nWork Across Disciplines:You won't be confined to a single track- you will develop a broader skillset across our capabilities and offerings. \n\nSolve Problems that Matter:Work on complex challenges, where your thinking, analysis, and execution have real impact. \n\nFlat, 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. \n\nA 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. \n\nNovatus’Equal Opportunities Statement:\n\nNovatus 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. \n\nWe 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. \n\nReasonable adjustments are available throughout the application and interview process, and candidates are encouraged to contact Human Resources to discuss any specific requirements. \n\nThis commitment is embedded in all aspects of our employment practices, including recruitment, compensation, professional development, promotion, and workplace conduct. \n\nNovatus’ Privacy Policy:\n\nBy applying for this role, you agree that we may process your personal data for recruitment purposes in accordance with ourPrivacy Policy.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":6857,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-30T05:28:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":35,"reasons":["seen:3","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/novatus-global-customer-operations-specialist","json_url":"https://alion.io/job/novatus-global-customer-operations-specialist.json","meta":{"generated_at":"2026-11-02T20:52:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29222,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4488543},"rest":"https://alion.io/mcp/rest/get_company?id=4488543"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnovatus-global-customer-operations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnovatus-global-customer-operations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnovatus-global-customer-operations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/novatus-global-customer-operations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnovatus-global-customer-operations-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3507175}},{"tool":"search_jobs","arguments":{"company":"novatusglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3507175},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}