Customer Experience Specialist

Novi AMS helps associations amplify the impact they create for their members and industries. Our Customer Experience team is central to that mission — and we’re hiring a Customer Experience Support Specialist with strong technical skills and proven SaaS support experience.

If you’re energized by problem-solving, enjoy diving deep into a product, and love helping customers feel supported and confident — this role is for you.

Building community and fostering collaboration is one of our guiding principles. Our primary mission is to help associations by providing them with tools to amplify the change they make within their own industries. We have a relentless drive to improve the lives and experiences of the customers we serve.

Every day, our team rises with excitement and the mission to help our customers continue to solve problems. We’re proving that with the right people and the right tools, we can continue to make an impact not just for associations, but for the world.

Our company culture is important to us and we want to work with the best talent in the world to support our vision, regardless of location. We can’t let geographic barriers prevent us from great things when we’re on a mission to make a positive impact on society!

• Provide fast, accurate, empathetic support via Intercom and support calls
• Troubleshoot complex technical issues and collaborate with developers on escalations
• Host or co-host Office Hours and group training sessions
• Maintain and improve internal documentation (support processes, edge cases, best practices)
• Write and update external Help Center articles with clear, consistent tone and structure
• Create customer education resources such as short walkthrough videos or tutorials
• Draft product release notes and help communicate new features and improvements
• Share customer insights that help inform product and CX decisions

• 2+ years of experience in technical SaaS support (or similar role)
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication
• Comfort learning complex systems and explaining them clearly
• A proactive, process-improvement mindset
• Bonus: experience with Quick Books Online, Intercom, working with an AMS or CRM platform, or association management experience.