Customer Experience Generalist UK

Your Mission, Should You Choose To Accept

Join our passionate team of customer experts to solve real-world problems, and help people spend less time managing expenses and more time pursuing their real goals. As we revolutionize the way people manage 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

Customer Experience Generalist 

Join the Expensify Concierge team and help deliver an incredible end-to-end experience for our customers. This is a unique player-coach role where you’ll lead and support a pod of frontline agents while also managing key high-value customer relationships of your own. You’ll become a true Expensify expert, working closely across teams to understand every part of the customer journey—from account management and support to training, KYC checks, quality assurance, and documentation. If you love variety, ownership, and making a real impact on how customers experience our product, this role is for you.

What Makes This Opportunity Special

This is more than just an account management role—it's a chance to establish yourself as a key leader in a high-growth environment:

• Flat Organization: Direct impact and visibility across the company

• Flexibility: We're looking for someone based in London working UK business hours to be there for our customers. We have a great office culture if you want it, but you're equally welcome to work from home

• Grow Your Impact: Build and define this role in a flat organization where ownership, scope, and compensation grow with your contributions, not just titles

• Own Your Success: Control retention metrics for your pod and directly influence outcomes

About You

• You know how to build and maintain strong customer relationships over time, not just solve one-off issues. 

  You’re energized by juggling diverse customer challenges throughout the day, and comfortable with context-switching to keep teams aligned and customers retained.

  You are eager to grind through a stack of well-defined, repeatable micro-tasks every day, with attention to detail and sustained urgency.

  You're a natural coach and mentor who gets genuine satisfaction from helping others level up.

  You can diagnose problems across a tech stack, including client-side issues, accounting systems errors, and mobile bugs. 

  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 writing, to simplify financial topics for customers and complex topics for your teammates, coach your pod on nuanced issues, and build compelling cases for engineering resources when your team needs support.

  You embrace change when the company changes and grow to ensure you get better year after year, actively seeking ways to develop your skills and your team's capabilities.

  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.

Background and Experience

Required: 

• 3+ years in SaaS B2B environments, with experience in account management 

• Proven track record managing customer retention, adoption, and expansion metrics

• Experience with complex B2B software serving enterprise or international customers 

• Strong written communication skills for customer documentation and internal technical cases

• Track record advocating for product, engineering and design resources for your customers and managing cross-functional priorities

• Comfortable working independently with minimal supervision in fast-paced, autonomous environments

Desirable: 

• Experience coaching, mentoring, or directly managing team members

• Familiarity with accounting/finance/HRIS software 

• Experience with HubSpot or other CRM platforms

• Technical troubleshooting ability across web applications, accounting systems, APIs, or mobile platforms

Daily Focus & Responsibilities

Account Management: Building Lasting Enterprise Relationships

• Overseeing a dedicated book of business—your own portfolio of high-value enterprise customers 

• Leading and coaching a pod of frontline support agents who manage SMB customer accounts—you're their manager, mentor, and biggest advocate 

• Championing your team's needs cross-functionally, especially securing engineering resources and attention for their SMB customers 

• Developing and executing churn mitigation strategies when customers show signs of disengagement 

• Actively engaging key contacts over chat and calls 

• Upselling the adoption of new features

Quality & Training: Setting Your Team Up for Success

• Maintaining standards of excellence across our multiple support tiers

• Developing and delivering high-quality training for customers and peers

• Meeting KPIs that center on customer experience and retention

Risk & Fraud: Protecting Expensify and Customer Funds

• Diligently following operational protocols and written instructions across a broad range of operational tasks 

• Flagging and blocking fraud risks

Product Support: Identifying and resolving bugs

• Triaging and troubleshooting user errors by gathering comprehensive details about bugs

• 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 

Compensation & Benefits

• Full-time salaried position with starting compensation of $90,000 - $150,000, including equity.

• 401k with employer match

• 100% Medical/Dental/Mental Health support/Vision contributions

• $20k annual family planning benefit through Carrot

• $5k relocation reimbursement if you move to our SF, NYC, or Portland offices

• 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. Walk us through your SaaS B2B journey. What got you started, and what do you enjoy most about working in SaaS?

2. Tell us about your experience in account management. What strategies have you used to retain key accounts, drive upsells and retention, and strengthen long-term client partnerships?

3. What is the biggest account you’ve managed and how long was that for? What did you do to ensure that relationship was successful?

4. Tell us about your experience coaching and mentoring others. How have you helped teams build great customer experiences day to day, and what do you enjoy most about that side of the work?

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.

You can send your answers and your resume to apply@expensify.com with “Customer Experience Generalist” in the subject line. We're excited to hear from you!

We’re committed to providing a fair and inclusive hiring experience. If you need a reasonable accommodation at any stage of the process, just let us know—we’re happy to help.

PS: Thinking of using AI to help write your application? We are looking for candidates with strong communication skills and good judgement about when to use AI tools and when to write by hand. Use this application to show us those instincts from the start, and help us understand you, not an AI’s version of you