Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee customer support interactions in Pylon via chat, email, phone, and screen-sharing sessions from the initial response through to resolution.

• Examine customer configurations, data relationships, integrations, and any unexpected system behavior.

• Utilize AI agents to research, troubleshoot, draft, and analyze, while also validating findings with human judgment.

• Collaborate with Onboarding, Success, developers, and other internal teams on escalated issues and customer advocacy efforts.

• Lead or co-host Office Hours, webinars, and training sessions.

• Develop and maintain Help Center articles, internal documentation, and educational resources.

• Identify recurring inquiries, friction points, and areas for enhancement in products, documentation, and support.

• Experiment with tools, workflows, and methodologies to enhance team effectiveness.

• Acquire product knowledge and independently handle complex support conversations.

• Assist customers in finding effective solutions and enhancing their confidence in using Novi.

⛳️ Requirements

• A minimum of 2 years of experience in technical SaaS support, software customer success, or a similar customer-facing role that includes technical troubleshooting.

• Proven experience in investigating and resolving complex software issues.

• Capability to communicate technical findings to non-technical audiences.

• Comfort in leading one-on-one or group customer discussions.

• Experience in remote work and asynchronous collaboration using tools such as Slack, Zoom, and Jira.

• Ability to work autonomously, juggle competing priorities, and take ownership in a dynamic environment.

• Strong foundational knowledge, genuine curiosity, and a desire to become an expert.

• Authorization to work in the United States.

• Availability for work from 8 AM to 5 PM in the local time zone: Eastern, Central, Mountain, or Pacific.

• Excellent written communication skills.

• Technical curiosity and strong independent troubleshooting abilities.

• Practical experience with AI tools and the ability to evaluate their outputs.

• A customer-focused and creative mindset.

• Demonstrated ownership, sound 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 utilizing Novi AMS.

🏝️ Benefits

• Comprehensive family health, dental, and vision insurance fully paid.

• 401(k) matching program.

• 12 weeks of paid parental leave.

• Generous paid time off (PTO).

• Paid holidays.

• Family-friendly leave policies.

• Fully remote work from a home office anywhere in the United States.

• Equipment and support for your home office setup.

• Opportunities for professional development, certifications, and continuing education.

• Chances to take on new challenges and advance within Novi.

• Emphasis on work-life balance and flexibility.

• Team support and recognition.

• Opportunity to influence customer support, tools, and overall customer experience.