Customer Experience Specialist

Novi AMS; United States; Remote; USD 59,000 - 72,000; Full time

Benefits offered by this job

Remote‑first

Health insurance (family)

PTO and holidays

401(k) match

Job summary

Novi AMS is seeking a Customer Experience Specialist to join our remote, customer‑facing team. You’ll manage conversations across chat, email, phone, and screen‑share, balancing technical accuracy with clear, friendly communication.

You’ll investigate complex issues, leverage AI as part of daily work, and collaborate across Onboarding, Success, and development teams to drive resolutions and better customer outcomes. This role emphasizes empowering customers and continuous improvement.

Qualifications

• 2+ years of experience in technical SaaS support or similar customer-facing role.
• Experience resolving complex software issues and explaining findings to nontechnical audiences.
• Experience leading customer conversations one-on-one or in groups.
• Experience working remotely and asynchronously with tools like Slack, Zoom, and Jira.
• Ability to manage priorities, take ownership, and work in a fast-moving environment.
• Strong written communication and ability to explain technical concepts clearly.

Responsibilities

• Own the customer experience across chat, email, phone, and screen-share sessions from first reply to resolution.
• Investigate issues involving configurations, data relationships, integrations, and system behavior.
• Collaborate with Onboarding, Success, developers, and internal teams to resolve escalations.
• Lead or co-host live Office Hours, webinars, and training sessions.
• Create and maintain Help Center articles and internal documentation.
• Identify recurring questions and opportunities to improve product or support.
• Experiment with new tools and workflows to increase team efficiency.
• Turn insights into actionable improvements for customers and product.

Skills

Written communication

Technical curiosity

AI fluency

Customer-focused mindset

Ownership & judgment

Initiative & adaptability

Systems thinking

SaaS support experience

Problem solving

Tools

Pylon

Slack

Zoom

Jira

Job description

Job Title: Customer Experience Specialist
Location: Remote
Type: Full-Time
Starting Salary: $65,000 (potential adjustments based on experience)
Reports to: Customer Experience Manager

Associations create change. We amplify it.

Novi AMS helps associations amplify the impact they create for their members and industries. We started in an association boardroom, and everything we build is designed with our association partners in mind.

About the role

Our Customer Support team is small, close-knit, and evolving in how we work.

We’ve embraced AI and smarter technology to handle more of the repetitive work, giving our team more time to focus on what matters most: solving complex problems, building customer confidence, and creating better experiences.

Support at Novi is about much more than answering questions or closing tickets. We’re technical problem-solvers, educators, advocates, and partners to our customers. We investigate challenging issues, help customers make the most of Novi, develop resources that make learning easier, and turn what we learn from customers into meaningful product improvements.

You’ll join a collaborative, curious team that enjoys turning complicated problems into clear, approachable solutions. We care about getting the answer right, but we care just as much about how we get there and how the customer feels along the way.

Our goal isn’t simply to resolve the issue. It’s to leave customers more confident, capable, and excited about what they can accomplish with Novi.

What you’ll do

• Own the customer experience. Manage support conversations in Pylon across chat, email, phone, and screen‑share sessions, from initial response through resolution, balancing technical accuracy, thoughtful communication, and timely follow‑through.

• Solve challenging problems. Investigate issues involving customer configurations, data relationships, integrations, and unexpected system behavior. Connect the dots across available tools and resources to identify root causes and practical solutions.

• Work alongside AI. Use AI agents as part of your daily workflow to research, troubleshoot, draft, and analyze. Apply your own judgment to validate results, improve outcomes, and help shape how our team uses AI.

• Collaborate across teams. Partner with Onboarding, Success, developers, and other internal teams to investigate escalations, communicate findings, advocate for customers, and move issues toward resolution.

• Teach and empower customers. Help customers understand not just how Novi works, but how to use it effectively. Lead or co‑host live Office Hours, webinars, and training sessions that build confidence and encourage adoption.

• Make knowledge accessible. Create and maintain clear, useful Help Center articles, internal documentation, and educational resources. Keep content current as the product evolves.

• Turn insights into improvements. Identify recurring questions, friction points, and opportunities to improve the product, documentation, or support experience. Take initiative to turn those observations into action.

• Help us work smarter. Experiment with new tools, workflows, and approaches that make our team more effective and create more time for meaningful customer interactions.

What you’ll need to be successful

Exceptional written communication

You communicate clearly, warmly, and with purpose. You know how to make technical concepts understandable, adapt your approach to different audiences, and provide answers that feel both personal and actionable. Because much of our support happens asynchronously, your writing is one of your most important tools.

Technical curiosity and independent troubleshooting

You enjoy figuring out how things work and why they sometimes don’t. You approach problems methodically, ask thoughtful questions, and use available resources to investigate before escalating. You're comfortable saying "I don't know yet" because you're confident in your ability to find out.

Practical AI fluency

You have hands‑on experience using AI tools to research, solve problems, or improve workflows, with the ability to evaluate their output and recognize when human judgment is needed.

A creative, customer‑focused mindset

You look beyond the immediate question to understand what the customer is trying to accomplish. When the original approach isn’t possible, you explore alternatives and help them find a path forward. You want customers to walk away not just with a solution, but with new ideas and a better understanding of what’s possible.

Ownership and good judgment

You take responsibility for moving things forward while balancing thoroughness with efficiency. You know when a question needs a quick answer, when to dig deeper, when to ask for help, and when to elevate. You manage competing priorities, advocate for customers, and follow through on commitments without needing to be reminded.

Initiative and adaptability

You're comfortable trying new approaches, learning from what works (and what doesn't), and adjusting as you go. You welcome feedback, embrace change, and aren't afraid to challenge an existing process when you see an opportunity to make it better.

Systems thinking

You recognize that individual support conversations often reveal bigger opportunities. You notice patterns, connect information across different sources, and think about how solving a problem once could prevent it from happening again.

What success looks like

Within your first six months, you'll have developed the product knowledge and confidence to independently manage support conversations, troubleshoot complex issues, and guide customers toward effective solutions.

You'll be actively contributing to customer education, collaborating with teammates across departments, and using AI and other tools to work efficiently without sacrificing quality.

Beyond resolving individual issues, you'll be finding ways to make the experience better for everyone – whether that’s improving a resource, simplifying a process, or identifying a recurring problem worth solving.

Most importantly, customers will leave their interactions with you feeling heard, supported, and more capable of getting the most out of Novi.

What you'll bring

• 2+ years of experience in technical SaaS support, software customer success, or a comparable customer‑facing role involving technical troubleshooting.

• Experience investigating and resolving complex software issues, with the ability to explain technical findings to nontechnical audiences.

• Confidence leading one‑on‑one or group customer conversations, explaining concepts clearly, answering questions, and helping customers feel comfortable learning something new.

• Experience working remotely and collaborating asynchronously through tools like Slack, Zoom, and Jira.

• Comfort working independently, managing competing priorities, and taking ownership in a fast‑moving environment.

• Strong fundamentals, genuine curiosity, and the drive to become an expert.

• Authorization to work in the United States and availability to work 8 AM - 5 PM in your local time zone (Eastern, Central, Mountain, or Pacific).

Bonus points for experience with:

• QuickBooks Online, Pylon, association management software (AMS), CRM platforms, or the association industry.

• Strongly preferred: Experience using Novi AMS

Why join Novi?

• Remote‑first, for over a decade. We've been fully remote for more than 10 years. Work from your home office anywhere in the United States, with the equipment and support you need to succeed.

• Benefits that matter. Fully paid family health, dental, and vision insurance, generous PTO, paid holidays, family‑friendly leave policies, and a 401(k) match.

• Life outside of work matters. We believe great work and a full life should go hand in hand. Family, friends, flexibility, and work‑life balance are part of our culture.

• Room to grow. We invest in professional development, certifications, continuing education