Remote Customer Experience Lead — AI-Enabled Support

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

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.