QuickBooks Online Specialist

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 set up, 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 

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).