AI-Savvy Remote CX Specialist

Novi AMS; Orlando (FL); Remote; USD 59,000 - 72,000; Full time

Job summary

Novi AMS is seeking a Customer Experience Specialist to own the customer journey across chat, email, phone, and screen-share, delivering clear, empathetic resolutions and building customer confidence.

You’ll collaborate with Onboarding, Success, and development teams, use AI in daily workflows, and contribute to training and knowledge resources, ensuring customers maximize Novi’s value.

Qualifications

• 2+ years in technical SaaS support or customer success.
• Ability to investigate and explain complex software issues to nontechnical audiences.
• Experience leading customer conversations, one-on-one or group.
• Experience working remotely and collaborating asynchronously.
• Authorized to work in the United States and available 8 AM–5 PM in your local time zones.

Responsibilities

• Own the customer experience across chat, email, phone, and screen-share from initial response to resolution.
• Investigate issues involving configurations, data relationships, integrations, and system behavior.
• Work with AI as part of daily workflow to research, troubleshoot, and draft.
• Collaborate with Onboarding, Success, developers, and internal teams to resolve escalations.
• Teach and empower customers via live Office Hours, webinars, and training.
• Create and maintain clear, useful Help Center articles and documentation.
• Identify recurring questions and friction points to improve product or support.
• Experiment with new tools and workflows to increase team efficiency.

Skills

Written communication

Technical curiosity

AI fluency

Customer-focused mindset

Ownership

Initiative

Adaptability

Systems thinking

Tools

Pylon

Slack

Zoom

Jira

Job description

Novi AMS is seeking a Customer Experience Specialist to own the customer journey across chat, email, phone, and screen-share, delivering clear, empathetic resolutions and building customer confidence.

You’ll collaborate with Onboarding, Success, and development teams, use AI in daily workflows, and contribute to training and knowledge resources, ensuring customers maximize Novi’s value.