Customer Experience Specialist

Novi AMS • Orlando, FL

4d • Remote

About The Position

Novi AMS is hiring a remote Customer Experience Specialist to help association customers use its software effectively. 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, education, and product improvements.

The specialist manages customer support from initial contact through resolution across chat, email, phone, and screen-sharing sessions. They investigate technical issues involving configurations, data relationships, integrations, and system behavior; use AI tools with sound judgment; and collaborate with internal teams to resolve escalations and advocate for customers. The role also includes leading or co-hosting customer training and Office Hours, maintaining educational resources and documentation, and identifying recurring issues and opportunities to improve the product and support experience.

Novi has been fully remote for more than 10 years. The role is open to people working from a home office anywhere in the United States, with availability to work 8 AM–5 PM in their local time zone (Eastern, Central, Mountain, or Pacific). The starting salary is $65,000, with adjustments based on experience and qualifications.

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, answering questions, and helping customers learn.
• Experience working remotely and collaborating asynchronously using tools such as Slack, Zoom, and Jira.
• Ability to work independently, manage competing priorities, and take ownership in a fast-moving environment.
• Strong written communication, technical curiosity, methodical troubleshooting, practical AI fluency, customer focus, good judgment, initiative, adaptability, and systems thinking.
• 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.

Nice To Haves

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

Responsibilities

• Manage support conversations in Pylon across chat, email, phone, and screen-share sessions from initial response through resolution.
• Investigate technical issues involving customer configurations, data relationships, integrations, and unexpected system behavior; identify root causes and practical solutions.
• Use AI agents to research, troubleshoot, draft, and analyze, validating their outputs and helping 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 product adoption.
• Create and maintain clear Help Center articles, internal documentation, and educational resources, keeping them current as the product evolves.
• Identify recurring questions, customer friction, and opportunities to improve the product, documentation, or support experience, and take initiative to address them.
• Experiment with tools, workflows, and approaches that improve team effectiveness and allow 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.
• Equipment and support for working from a home office.
• Professional development, certifications, continuing education, and opportunities to take on new challenges and advance within Novi.
• A collaborative team culture that values different perspectives, knowledge-sharing, mutual support, and celebrating wins.

What This Job Offers

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