Customer Experience Specialist

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $65k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Novi AMS

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

☁️ SaaS

🤝 B2B

SaaS • B2B

Novi AMS is an association management software platform designed for associations and similar membership organizations. It provides membership accounting, events management, website/CMS, ecommerce, communications, QuickBooks integration, an open API, and third-party integrations—positioning itself as a configurable, association-focused SaaS solution built by association practitioners for association staff.

📋 Description

• 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 • Use AI agents to research, troubleshoot, draft, and analyze while validating results with human judgment • Collaborate with Onboarding, Success, developers, and other internal teams on escalations and customer advocacy • Lead or co-host Office Hours, webinars, and training sessions • Create and maintain Help Center articles, internal documentation, and educational resources • Identify recurring questions, friction points, and opportunities to improve products, documentation, and support • Experiment with tools, workflows, and approaches to improve team effectiveness • Build product knowledge and independently manage complex support conversations • Guide customers toward effective solutions and improve their confidence using Novi

🎯 Requirements

• 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 • Ability to explain technical findings to nontechnical audiences • Confidence leading one-on-one or group customer conversations • Experience working remotely and collaborating asynchronously through tools like Slack, Zoom, and Jira • Ability to work independently, manage competing priorities, and take ownership in a fast-moving environment • Strong fundamentals, genuine curiosity, and drive to become an expert • Authorization to work in the United States • Availability to work 8 AM–5 PM in the local time zone: Eastern, Central, Mountain, or Pacific • Exceptional written communication • Technical curiosity and independent troubleshooting skills • Hands-on experience using AI tools and ability to evaluate their output • Customer-focused, creative mindset • Ownership, good judgment, initiative, adaptability, and systems thinking • Bonus experience with QuickBooks Online, Pylon, association management software (AMS), CRM platforms, or the association industry • Strongly preferred: Experience using Novi AMS

🏖️ Benefits

• Fully paid family health, dental, and vision insurance • 401(k) match • 12-week paid parental leave • Generous PTO • Paid holidays • Family-friendly leave policies • Fully remote work from a home office anywhere in the United States • Equipment and support for the home office • Professional development, certifications, and continuing education • Opportunities to take on new challenges and advance within Novi • Work-life balance and flexibility • Team support and recognition • Opportunity to influence customer support, tools, and customer experience

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