Customer Experience Generalist - San Francisco / Portland id-783
About the position
As a Customer Experience Generalist at Expensify, you will join a passionate team dedicated to revolutionizing the way people manage their expenses. Your mission will be to ensure an amazing end-to-end user experience for all customers by becoming an expert in the Expensify product. This role is unique as it encompasses a wide range of responsibilities, including account management, frontline support, troubleshooting, KYC checks, quality assurance, and the creation of training materials.
You will work closely with both internal and external partners to manage the Expensify customer ecosystem, taking an immersive approach to understand every aspect of the customer journey. In this role, you will be expected to handle a variety of well-defined, repeatable micro-tasks daily, demonstrating attention to detail and a sense of urgency. You will need to be self-sufficient, capable of learning the intricate details of a complex and evolving product that serves a sophisticated international accounting audience. Your ability to diagnose problems across a tech stack, including client-side issues and accounting system errors, will be crucial.
You will also be responsible for managing customer concerns with a positive attitude, ensuring that you maintain strong relationships with enterprise users and actively engage with them to increase retention.
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Your daily responsibilities will include operational support to protect customer funds, managing banking operations, and following protocols to mitigate fraud risks. You will also be involved in account management, educating users on best practices, upselling new features, and identifying churn signals. Frontline customer support will require you to maintain high standards across support tiers, develop training, and assure quality in customer interactions.
Additionally, you will identify and resolve product bugs, triage user errors, and collaborate with the engineering team to implement solutions based on customer feedback. This role is designed for someone who thrives in a dynamic environment and is eager to contribute to the continuous improvement of the customer experience.
Responsibilities
- Protecting Expensify and customer funds through operational support.
- Managing banking operations KYC flows and following operational protocols.
- Flagging and blocking fraud risks to ensure security.
· Building and maintaining strong customer relationships with enterprise users.
- Engaging key contacts over chat and calls to provide support.
- Educating users on best practices and in-product solutions.
- Upselling the adoption of new features to enhance user experience.
- Researching and understanding advanced features like APIs and integrations.
- Identifying and responding to churn signals to improve retention.
- Maintaining standards of excellence across multiple support tiers.
- Developing and delivering high-quality training for customer support.
- Quality assuring frontline support interactions to meet KPIs.
- Identifying and resolving product bugs and user errors.
- Gathering details about customer bugs and classifying them based on severity.
- Collaborating with engineering to identify and deploy solutions.
- Synthesizing customer feedback to inform product roadmap and improvements.
Requirements
- Eager to handle well-defined, repeatable micro-tasks with attention to detail.
- Ability to self-teach and understand complex product details with minimal support.
- Comfortable diagnosing problems across a tech stack, including client-side and accounting issues.
- Strong communication skills, especially in written form, to simplify complex topics.
- Ability to work autonomously and stay on task without direct supervision.
· Willingness to embrace change and grow with the company.
- Collaborative spirit with enthusiasm and humility.
Nice-to-haves
- Experience in customer support or account management roles.
- Familiarity with accounting systems and financial topics.
- Knowledge of APIs and HR integrations.
Benefits
- Full-time, salaried position.
- 401k with employer match.
- 100% Medical/Dental/Mental Health support/Vision contributions.
· $20k annual family planning benefit through Carrot.
- Up to three months of fully paid parental leave, with up to six months for birthing parents.
- Commuter benefits.
- Flexible vacation policy.
