[Hiring] QuickBooks Online Specialist @Novi AMS

Role Description

Are you the QBO expert your colleagues loop into the tricky questions? Would you rather solve puzzles than keep the books? We're looking for a QBO expert ready to take what they know and put it to work for hundreds of associations who depend on it every day.

If you have an accounting or bookkeeping background, are ready to leave the books behind, and want to apply your expertise to help hundreds of associations – this might be the perfect role for you. As a customer-facing role, the ideal candidate should love collaborating and educating others as much as they love solving puzzles.

Why This Role Matters:

• QuickBooks Online isn't optional for our customers: it's a requirement.
• Every association that runs on Novi runs on QBO, and that integration is at the core of what makes Novi work.
• This role exists to ensure every customer understands that foundation, how it works, why it works that way, and how to get the most out of it.
• You'll be the expert who meets them where they are, turns complexity into confidence, and ensures no customer feels lost in their own books.

What You'll Do:

• Act as a subject matter expert about QuickBooks Online and Novi’s integration with QuickBooks, internally with the team and externally with customers.
• Address customer support questions related to QuickBooks Online and our integrated payment processors through our Conversational Relationship Platform (CRP), Intercom.
• Join live calls with customers to troubleshoot issues in real time with the goal of pinpointing the problem, explaining how it happened, and educating the customer on how to avoid the issue in the future.
• Host educational deep dives with customers on how the QuickBooks/Novi integration works (e.g., sales receipt vs. invoice, accounts vs. items, etc.).
• Lead ongoing training for both internal team and customers on best practices with QuickBooks setup, recent feature updates, etc.
• Develop and update relevant help articles, feature update announcements, release notes, and training videos that explain the integration and best practices related to the integration clearly.
• Support payment and operations related to Novi Pay, our payment processor powered by Fiserv, including troubleshooting transactions, explaining payment processing concepts (fees, payouts, disputes, and holds), and assisting customers with how payment activity flows between Novi and QuickBooks Online.

This position will not include:

• Bookkeeping for our customers or Novi.
• Providing accounting advice to customers or consulting on customer books.

Qualifications

• Deep QuickBooks Online expertise — you're the person others come to with the weird questions (Desktop experience welcome; QBO certification a plus).
• Accounting/bookkeeping background in or adjacent to the association space — CFO, accounting manager, controller, or self-taught finance lead at a small association.
• Comfortable and excited being highly customer-facing with live calls, screenshares, and walking customers through troubleshooting in real time.
• A genuine love of solving puzzles, finding root causes, and teaching the answer to others who may not have bookkeeping knowledge.
• Someone who isn't afraid to dive into technical issues and curiosities, but not necessarily with developer/designer level skills.
• A bachelor's degree - the field doesn't matter as much as your ability to explain why you're passionate about it.

Requirements

• You must be a legal resident in the United States and authorized to work within the United States.

Benefits

• Fully remote. We've been a virtual company for nearly 10 years.
• Your own tech stack. Computer, equipment, and software provided, plus an internet stipend so work never costs you.
• Health, dental, and vision insurance, HSA/FSA options.
• Generous PTO, schedule flexibility, and paid corporate holidays.
• 401K with 3% company match, life insurance, short to long term disability.
• A diverse, inclusive team of dedicated, energetic, and FUN thought leaders who love to celebrate wins (we love our bacon!).