[Hiring] Customer Experience Specialist @Novi AMS

Role Description

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. 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 by managing support conversations in Pylon across chat, email, phone, and screen-share sessions.
• Solve challenging problems by investigating issues involving customer configurations, data relationships, integrations, and unexpected system behavior.
• Work alongside AI by using AI agents as part of your daily workflow to research, troubleshoot, draft, and analyze.
• Collaborate across teams with Onboarding, Success, developers, and other internal teams to investigate escalations and communicate findings.
• Teach and empower customers by helping them understand how to use Novi effectively.
• Make knowledge accessible by creating and maintaining clear, useful Help Center articles and educational resources.
• Turn insights into improvements by identifying recurring questions and opportunities to improve the product and support experience.
• Help us work smarter by experimenting with new tools, workflows, and approaches.

Qualifications

• Exceptional written communication skills.
• Technical curiosity and independent troubleshooting abilities.
• Practical AI fluency with hands-on experience using AI tools.
• A creative, customer-focused mindset.
• Ownership and good judgment in managing priorities.
• Initiative and adaptability in trying new approaches.
• Systems thinking to recognize patterns and opportunities.

Requirements

• 2+ years of experience in technical SaaS support or a comparable customer-facing role.
• Experience investigating and resolving complex software issues.
• Confidence leading customer conversations and explaining concepts clearly.
• Experience working remotely and collaborating asynchronously.
• Comfort working independently and managing competing priorities.
• Authorization to work in the United States and availability to work 8 AM – 5 PM in your local time zone.

Benefits

• Fully paid family health, dental, and vision insurance.
• Generous PTO and paid holidays.
• Family-friendly leave policies and a 401(k) match.
• Remote-first work culture with support and equipment provided.
• Opportunities for professional development and advancement.
• A supportive team that values different perspectives.
• The opportunity to make an impact on customer experience.

Compensation

The starting salary for this position is $65,000, with adjustments based on experience and qualifications.