About Us
At Novi Connect, we’re powering the shift to conscious commerce. We envision a world of trustworthy CPG products for healthier people and planet. We build technology that helps retailers and brands meet surging consumer demand and grow loyalty through sustainability programs, certifications, badges, and other values-based designations.
We’re a female-founded company helmed by a diverse team of data scientists, chemists, technologists, and CPG experts. We’re also parents, veterans, marathoners, DIY-ers, Swifties, plane-flying welders, rubik’s cube champions, sustainability obsessives, and hobby farmers. We draw on experience from companies like BCG, Target, Beautycounter, UL, NielsenIQ, Amazon, Yelp, Eventbrite, WeWork, Upwork, and NASA.
Novi Connect is headquartered in the SF Bay Area with offices in LA and presences in NYC, Nashville, and Toronto. We’re backed by leading venture capital firms Greylock Partners, Khosla Ventures, Maveron Ventures, Cowboy Ventures, and Tiger Global; clean living pioneer Jessica Alba; The Lean Startup author Eric Ries; and the board members and founders of Clorox, P&G, The Honest Company, Wealthfront, OpenTable, Gilt Groupe, and Eventbrite.
The opportunity for more transparent and sustainable consumer packaged goods is vast – a $5.5 billion market in 2024. While we started in the Personal Care & Beauty industry, we’re now serving an expanding list of categories including Household Essentials, Packaged Food & Beverage, Baby, Pet Care, and Vitamins & Supplements. Join us!
What We're Looking For
As a Brand Support Associate, you’ll be the first line of contact for users and customers—solving issues, clarifying product functionality, and representing the voice of the company. But you’ll also go beyond triage: every support interaction is an opportunity to educate, engage, and guide users toward deeper product value and conversion into paid usage. This isn’t your traditional support role. We’re looking for someone who’s just as comfortable troubleshooting an issue as they are identifying upsell opportunities or nudging a free user into a paid plan. You’ll work cross-functionally with Sales, CS, Product, and Marketing to ensure users have a seamless experience from first touch to conversion and beyond. You will occasionally receive lead list assignments from named accounts and work with the sales team to make outbound calls and convert.
In This Role, You Will
- Serve as a product expert, answering customer inquiries via email, chat, and 1:1 live support calls.
- Deliver exceptional support by resolving issues quickly and empathetically.
- Identify conversion opportunities during support interactions and guide them through the next steps.
- Work closely with Product to document feedback and surface usability issues.
- Assist in creating and maintaining support documentation, help center articles, and user enablement content.
- Monitor product usage patterns and proactively reach out to active users who are likely to convert into a paid subscription
- Periodically own research and outreach within specific assigned accounts to convert brands into paid users outside of the support queue
About You
- 1–3 years of experience in a customer support, CX, or sales-adjacent role at a SaaS company.
- A strong written and verbal communicator - and especially skillful at problem solving and coaching someone through a technical challenge.
- Passion for sustainability, transparency, or better-for-you consumer products is a major plus.
- A team player who’s eager to contribute to a mission-driven company and learn every day.
- You thrive in fast-paced, high-volume environments.
- Low ego, high confidence - you are good at holding a high bar for yourself and others in an open, team-oriented approach
- Have a strong sense of customer advocacy but also understand commercial goals.
- Are tech-savvy and quick to learn new tools and platforms (bonus if you've used HubSpot & Metabase, etc.)
Salary Range
- $60-$85k Annually
- Eligible for bonus compensation
- Salary is dependent on geographic location and past experience
Benefits
We believe in “whole people”— bringing your whole self to work and fostering an environment of “personal sustainability”, where you can incorporate self-care, flexibility, support, and continued learning into your every day.
- Medical / Dental / Vision / Life Insurance
- 401K Retirement Savings Plan
- Unlimited vacation
- Company shutdown between Christmas & New Years
- Remote hardware bonus and work from home stipend
- And much more…
If you’re interested, please email careers@noviconnect.com with the following information:
- First Name
- Last Name
- Preferred Pronouns
- Email
- Phone Number
- LinkedIn Profile
- Resume
- Cover Letter (optional)
Please include the job title in the subject line of your email.
