Customer Experience Specialist

Novi AMS • Orlando, FL

4d • Remote

About The Position

Novi AMS is hiring a remote Customer Experience Specialist to support associations using its software. The role is part of a small, close-knit, evolving Customer Support team that uses AI and other technology to reduce repetitive work and focus on complex problem-solving, customer confidence, and better customer experiences. The specialist will investigate technical issues, educate customers, create and maintain learning resources, collaborate across teams, and relay customer insights that can improve the product and support experience. The position is full-time, remote within the United States, reports to the Customer Experience Manager, and has a starting salary of $65,000, with adjustments based on experience and qualifications.

The role involves managing support conversations across chat, email, phone, and screen-share sessions, from initial response through resolution. The specialist will use AI agents to research, troubleshoot, draft, and analyze while applying judgment to validate results. They will partner with internal teams on escalations, lead or co-host Office Hours, webinars, and training sessions, and create clear Help Center articles and internal documentation. They will also identify recurring issues and opportunities to improve the product, documentation, workflows, and customer experience.

The successful candidate communicates exceptionally well in writing, approaches troubleshooting methodically, is practically fluent with AI tools, and takes ownership while balancing thoroughness and efficiency. They are customer-focused, adaptable, curious, and able to recognize patterns and connect information across sources. Novi expects the successful candidate to work independently, manage competing priorities, collaborate asynchronously, and help customers feel heard, supported, and more capable of using Novi.

Requirements

• At least 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 and explaining 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.
• Experience working remotely and collaborating asynchronously through tools such as Slack, Zoom, and Jira.
• Ability to work independently, manage competing priorities, and take ownership in a fast-moving environment.
• Strong fundamentals, genuine curiosity, and motivation to become an expert.
• Authorization to work in the United States.
• Availability to work 8 AM–5 PM in the local time zone in Eastern, Central, Mountain, or Pacific regions.
• Exceptional written communication, technical curiosity, independent troubleshooting ability, practical AI fluency, customer-focused judgment, initiative, adaptability, and systems thinking.

Nice To Haves

• Experience with QuickBooks Online, Pylon, association management software (AMS), CRM platforms, or the association industry.
• Experience using Novi AMS is strongly preferred.

Responsibilities

• Manage customer support conversations in Pylon across chat, email, phone, and screen-share sessions, from initial response through resolution.
• Investigate customer configurations, data relationships, integrations, and unexpected system behavior to identify root causes and practical solutions.
• Use AI agents to research, troubleshoot, draft, and analyze; validate their output and help shape the team's use of AI.
• Collaborate with Onboarding, Success, developers, and other internal teams to investigate escalations, communicate findings, advocate for customers, and move issues toward resolution.
• Lead or co-host live Office Hours, webinars, and training sessions to build customer confidence and encourage adoption.
• Create and maintain clear Help Center articles, internal documentation, and educational resources, keeping content current as the product evolves.
• Identify recurring questions, customer friction points, and opportunities to improve the product, documentation, and support experience, and take initiative to act on them.
• Experiment with tools, workflows, and approaches that improve team effectiveness and create more time for meaningful customer interactions.

Benefits

• Fully paid family health, dental, and vision insurance.
• Generous paid time off.
• Paid holidays.
• Family-friendly leave policies.
• 401(k) match.
• Remote-work equipment and support.
• Professional development, certifications, continuing education, and opportunities to take on new challenges and advance within Novi.

What This Job Offers

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