Customer Experience Support 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.
What Drives Us
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.
"What truly excites me about working at Novi are the connections we build, not just within our team, but also with our customers. There's no greater feeling than hearing feedback that we have made a positive impact on people's lives.”
Where We’re Going
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.
No Barriers – Remote Work
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!
Learn More About Our Company Culture
General Position Description
What You’ll Do...
- 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
What You Bring...
- 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 QuickBooks Online, Intercom, working with an AMS or CRM platform, or association management experience.
Why Join Novi?
- We are fully remote — we’ve operated virtually for over 10 years. Work where you want, and we’ll help you set up your home office with the equipment and technology you need.
- We believe in meaningful benefits: health, dental, vision, generous PTO, paid holidays, and family-friendly leave policies.
- Work-life balance matters: Whether you choose to stay in one place or become a digital nomad, we support it.
- Growth and development are part of our DNA: You’ll have access to professional development, certifications, continuing education, and open paths for internal growth.
- Inclusion and diversity drive innovation: We value different ideas, perspectives, and backgrounds. By joining Novi, you’re becoming part of a team that believes in equity, representation, and making an impact.
- We celebrate wins and each other: From big customer milestones to everyday achievements, we like to bring home the bacon (and celebrate it).
More Details
The starting salary for this position is $65,000, with potential adjustments based on your experience. We also offer a highly competitive benefits package as part of our comprehensive compensation package that includes fully paid family health, dental, and vision insurance as well as a 401k match.