Customer Experience Generalist

Your Mission, Should You Choose To Accept

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.

Customer Experience Generalist At Expensify

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! 

About You

• 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.

Daily Focus & Responsibilities

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 expertise of Expensify and its partners’ platforms

• Synthesizing customer feedback and data to inform decisions on the product roadmap and product improvements, alongside the opportunity to design and implement them

We’re Looking For Someone Who Can

• Context switch their #focus between multiple problem areas across every working day

• Fix the small things AND the big things with the same can-do positive attitude and #humility

• Deliver quality #results by taking a concept from ideation to execution

• Work autonomously with a good awareness of how to self-service vs when to ask for help

• Show commitment to developing diverse new skill sets that directly help the team

• Express themselves confidently and effectively in both written and verbal contexts

• Break down technical concepts in non-technical and jargon-free language

• Ask AND answer questions thoughtfully, by proactively taking time to share knowledge with others

• Think critically and apply reasoning to solve problems when written instructions do not exist

• Use logic and research to surface what opportunities are the best use of resources for ROI 

Compensation & 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

Next Steps

Like what you see? Applying is easy, but it takes time. See, while we know you're awesome, it's actually really hard and time-consuming to find you in the midst of literally hundreds of other applications we get from everyone else. So this is where we're going to ask our first favor: can you make it really easy and obvious how great you are, so we don't accidentally overlook you? There are many ways to do that, but the easiest way to help us out is by answering the following questions:

1. Are you currently located in San Francisco CA or Portland OR?

2. When did you first start supporting customers, and what is your proudest customer success story from your career so far?

3. Can you describe a time when you dealt with a particularly complex customer situation? What were the challenges involved, and what specific actions did you take to achieve a positive resolution?

4. A customer you’re working with says that Expensify hasn’t solved inefficiencies in their expense management process, but you know that the company’s use case is supported by Expensify’s current suite of features. How might you approach this problem?

5. What do you want to do with the rest of your life, and how is Expensify a step toward your long-term goals? (We’re serious, we want to know! Share what you’re comfortable sharing, but we are a group of ambitious individuals building a community of people who want to achieve success in every aspect of our lives, and we encourage employees to figure out how they can use Expensify to realize their personal goals with the support of the company around them.)

6. How did you hear about us? A job posting? Chalk on a sidewalk? From a friend? Let us know where you saw this opening.

Please note that we are only looking for candidates who are based in San Francisco, CA, or Portland, OR.

Resume not your thing? That’s great, we don’t really read them anyway! Forward your responses to the questions to apply@expensify.com. We're excited to hear from you!