As a Customer Support Specialist at Novisto, you will be the go-to expert for enterprise customers using our ESG reporting platform. You will join a growing support function and work side by side with our existing Support Specialist, sharing ownership of the support queue and the specialist work that comes with supporting large, complex sustainability reporting programs.
No two days look the same. One day, you may be diagnosing a tricky platform question for a customer preparing for an external audit; the next, you may be running a bulk data import, helping a customer get their CDP or EcoVadis questionnaire submitted on time, or reproducing a bug so our engineering team can fix it fast. You will collaborate closely with Customer Success Managers, ESG Analysts, Platform Operations, DevOps, Data and Product teams, and you will help shape how support runs as we scale.
Your Responsibilities Will Include:
- Ticket Management and Customer Assistance: Own incoming requests in Freshdesk from customers and internal teams, especially CSMs and ESG Analysts. Diagnose platform behaviour, write clear and empathetic responses, keep customers updated, and drive tickets to resolution. Help hit team targets on first response time and weekly resolution rate.
- Bug Triage and Escalation: Reproduce and confirm issues before escalating, decide whether something is a bug or an enhancement request, and log it in Jira with clear steps, evidence and business impact. Follow tickets through to the fix, chase anything stuck in the queue, and close the loop with customers.
- Questionnaire and Reporting Season Support: Support customers through annual submission cycles for CDP, S&P Global CSA and EcoVadis. This includes configuring and QA-ing questionnaires, syncing and prefilling from prior years, backfilling answers when needed, running test submissions, and translating portal errors into clear next steps for the customer.
- Data Operations: Support internal teams and customers with data requests, including bulk imports and import templates, data exports and extracts, metric and fiscal year configuration changes, framework taxonomy mappings, and data validation. Verify changes in staging before approving them for production.
- Carbon Accounting Support: Help customers using our carbon accounting module investigate emissions discrepancies, map business units and locations, and handle Excel-heavy data conversions and backfills.
- Account, Access and SSO Administration: Provision and manage customer and internal user accounts, enable features in our internal admin tools, and troubleshoot SSO/SAML and login issues alongside DevOps. Follow documented access-verification steps so every change is approved and auditable.
- Customer Lifecycle Operations: Assist with onboarding new environments and users, and carry out offboarding steps such as data exports and environment deletion, following our approval process.
- Escalation and Coverage Support: Partner with CSMs on high-priority and escalated accounts, join customer calls when a technical voice is needed, and provide coverage for CSM portfolios during absences.
- Knowledge Base and Training Materials: Write and maintain Freshdesk help articles and internal documentation, including our support training guide in Confluence, and turn recurring questions into self-serve content and training opportunities.
- Release Readiness and QA: Test new features before release, help coordinate feature flag rollouts with CSMs, and share customer feedback with Product.
- Support Operations and Continuous Improvement: Tag tickets consistently, contribute to weekly support reporting (volume, ticket types, response and resolution times), and help design and document processes as the team grows. Explore how AI tools can make support faster and more consistent.
- ESG Framework Familiarity: Build working knowledge of leading frameworks and standards (e.g., ESRS/CSRD, GRI, SASB, TCFD/ISSB, CDP) to give customers accurate, practical guidance.
What We Are Looking For:
- 2+ years of experience in customer support, technical support or a similar customer-facing role, ideally in an enterprise B2B SaaS environment;
- A Bachelor's degree in a related field (e.g., Business, Information Technology, Environmental Studies) or equivalent experience;
- Comfort troubleshooting web applications, reproducing issues and writing clear bug reports. Exposure to SSO/SAML, user access management or admin consoles is a strong plus;
- Strong Excel skills, including lookups, pivots, cleaning and reshaping data, and comfort with bulk imports, exports and data validation. Experience with carbon or emissions data is a plus;
- Familiarity with ESG reporting, sustainability disclosures or ratings questionnaires (CDP, S&P CSA, EcoVadis) is highly beneficial;
- Experience with a ticketing platform (Freshdesk or similar) and Jira; familiarity with Confluence and Google Workspace is helpful;
- Excellent written and verbal communication skills, with the ability to explain technical issues to both technical and non-technical audiences and stay calm and clear with customers under deadline pressure;
- Ability to juggle multiple requests, prioritize by urgency and impact, and keep stakeholders informed, especially during peak reporting seasons;
- A proactive, detail-oriented teammate who follows through, takes ownership of mistakes, and enjoys working across Customer Success, ESG Advisory, Product, Engineering and Operations;
- Curiosity about ESG standards, our platform and AI tools, with a desire to help build a scalable support function.
What We Offer:
- Join an early-stage, well-financed company
- Advance Novisto’s purpose of contributing to the sustainability of the economy, environment, and society by empowering companies to make better decisions and disclosures through our ESG data management software
- Contribute your knowledge and insights to increase awareness and knowledge of sustainability
- Flexible schedules
- Stock option plan
