Customer Experience Generalist

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Join our passionate team of customer experts to solve a real-world problem, and help people spend less time managing expenses and more time pursuing their real goals. As we revolutionize the way people manage their expenses, being part of the Expensify team means building the easiest, fastest, and most efficient platform to automate everything expense-related.

The Expensify Concierge team is responsible for guaranteeing an amazing end-to-end user experience for all customers by being Expensify product experts. We work closely alongside a tight network of internal and external partners to manage the Expensify customer ecosystem. We take a uniquely immersive approach to understanding every part of the customer journey: from account management, frontline support and troubleshooting, KYC checks, quality assurance, and documentation to producing training material and more - this is a generalist Customer Champion role like no other!

• You are eager to grind through a stack of well-defined, repeatable micro-tasks every day, with attention to detail and sustained urgency.
• You are able to discover and teach yourself the nuanced details of a complex, continuously changing product serving a sophisticated, international accounting audience with minimal support.
• You can diagnose problems across a tech stack, including client-side issues, accounting systems errors, and mobile bugs. You are someone who is comfortable going into complex product role and seeks to understand how Expensify and our various integrations work.
• You have attention to detail and an understanding of how small mistakes can have a large impact. You use this skill to improve processes to make your micro-tasks more efficient and scalable.
• You are patient and calm when things go wrong, recognizing that you are directly responsible for hearing and managing customer concerns with a positive spirit.
• You are a skilled communicator, especially in written form, to simplify financial topics to customers and complex topics to your teammates.
• You thrive in an environment with minimal supervision and can stay on task and find ways to fill your extra time constructively without a direct manager.
• You embrace change when the company changes and grow to ensure you get better year after year.
• You collaborate with enthusiasm and humility, without regard for whose idea is best, and celebrate being wrong as an opportunity for self-improvement.
• You’re excited by our culture of Live Rich, Have Fun, and Save the World, and have an ambition you’re incredibly passionate about that Expensify can help you achieve.
• You value an in-person culture and will come into our Portland or San Francisco office.

Operational Support:
Protecting Expensify and customer funds

• Directly managing banking operations KYC flows
• Diligently following operational protocols and written instructions across a broad range of operational tasks
• Flagging and blocking fraud risks

Account Management:
Building and maintaining strong customer relationships with our biggest enterprise users and increase retention

• Actively engaging key contacts over chat and calls
• Educating users on best practices and in-product solutions to their problems
• Upselling the adoption of new features
• Researching and understanding advanced features like APIs, accounting, and HR integrations
• Identifying, responding to, and reversing churn signals

Frontline Customer Support:
Maintaining standards of excellence across our multiple support tiers

• Developing and delivering high-quality training
• Quality assuring frontline support customer interactions
• Meeting KPIs

Product Support:
Identifying and resolving bugs

• Triaging and troubleshooting user errors
• Gathering comprehensive details about customer bugs, and being able to classify bugs based on their severity and the extent to which they affect user experience or system functionality
• Working alongside our engineering community to identify and deploy solutions
• Developing and sharing…