About this role
About the role
Nova is the payments network for private markets. Inside AngelList, it's moved $90B between funds and investors over five years. Now we're expanding it to the rest of venture, private equity, and real estate by partnering with the fund admins who serve them.
We're hiring a Success & Solutions Lead to own the customer side of that network. . You'll start by supporting customers hands-on, learn where things break, and build the systems that replace manual work. Expect the role to change considerably over the course of the first yearin year one as the business scales. You'll manage our Solutions team, report to our Head of Customer Relations, and work closely with Nova's GM. This role is based in New York City.
Responsibilities
- Own the entire surface area of customer support, from direct ticket handling to self-serve and automations.
- Design the organization, systems, and instrumentation that allow Nova to operate leanly and efficiently.
- Grow payment volume and verified identities by expanding how fund admins and their GPs use Nova.
- Own onboarding and enablement for fund admins and their funds.
- Ensure seamless service delivery to investors to build trust among our customer segments.
- Be the voice of the customer, keeping tight feedback loops with Product, Engineering, Partnerships, and Banking Operations.
You have
- 6+ years in strategy and operations, business operations, or consulting, including 3+ as an operator at a company that scaled
- Managed people and drove work across teams without direct authority
- Built workflows, systems, automations, or AI agents that created leverage for you and the business
- Onboarded customers on a complex product, ideally in fintech, payments, or financial services
- Made the hard call with a customer when there was no playbook