Success and Solutions Lead, Nova

AngelList • New York City, NY

6d • Onsite

About The Position

AngelList is hiring a Success and Solutions Lead for Nova, its payments network for private markets. Nova has moved $90 billion between funds and investors over five years and is expanding to serve venture, private equity, and real estate through partnerships with fund administrators. The role owns the customer side of that network, beginning with hands-on customer support and developing systems to replace manual work as the business scales. The role is based in New York City, manages the Solutions team, reports to the Head of Customer Relations, and works closely with Nova’s GM. The role is expected to change considerably during its first year.

The successful candidate will lead customer support, onboarding, enablement, and service delivery while developing the organization, systems, and instrumentation needed for efficient operations. They will help expand fund administrators’ and general partners’ use of Nova, grow payment volume and verified identities, and communicate customer feedback to Product, Engineering, Partnerships, and Banking Operations.

Requirements

• At least 6 years of experience in strategy and operations, business operations, or consulting, including at least 3 years as an operator at a company that scaled.
• Experience managing people and driving work across teams without direct authority.
• Experience building workflows, systems, automations, or AI agents that created leverage for the candidate and the business.
• Experience onboarding customers on a complex product.
• Experience making difficult customer decisions without an established playbook.

Nice To Haves

• Experience onboarding customers on a complex product in fintech, payments, or financial services.

Responsibilities

• Own the entire customer support surface area, from directly handling tickets to developing self-service and automations.
• Design the organization, systems, and instrumentation that enable Nova to operate leanly and efficiently.
• Grow payment volume and verified identities by expanding how fund administrators and their general partners use Nova.
• Own onboarding and enablement for fund administrators and their funds.
• Ensure seamless service delivery to investors and build trust among customer segments.
• Represent the voice of the customer and maintain close feedback loops with Product, Engineering, Partnerships, and Banking Operations.
• Manage the Solutions team.

Benefits

• Competitive base salary, performance-based variable compensation, benefits, and an equity package.
• Benefits supporting life both in and outside of work.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed