Customer Experience Specialist

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…