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Customer Experience Generalist

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Expensify

1mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Portland

AI generated summary

  • You must thrive on micro-tasks, self-learn complex products, diagnose tech issues, communicate well, embrace change, work autonomously, and solve problems with attention to detail and a positive attitude.
  • You will manage KYC flows, engage users, educate on features, troubleshoot issues, gather feedback, train staff, and ensure quality support while mitigating fraud and meeting KPIs.

Requirements

  • 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.
  • 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.

Responsibilities

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

FAQs

Do you require candidates to be in the office?

Yes, candidates are expected to be in-person at our Portland or San Francisco office.

What is the main focus of the Customer Experience Generalist role?

The main focus of the role is to ensure an amazing end-to-end user experience by managing various operational, account management, frontline support, and product support tasks.

What kind of experience is necessary for this position?

Candidates should have experience in customer support roles and must be comfortable handling a complex product and diagnosing issues across a tech stack.

Is this position full-time?

Yes, this is a full-time salaried position.

What types of benefits do you offer?

We offer a comprehensive benefits package including 401k with employer match, medical/dental/mental health support, family planning benefits, paid parental leave, commuter benefits, and a flexible vacation policy.

How do I apply for this position?

To apply, please forward your responses to the specified questions to apply@expensify.com, as resumes are not a primary focus for our hiring process.

What types of tasks will I be doing on a daily basis?

Daily tasks will include operational support, account management, frontline customer support, and product support, among other responsibilities.

What skills are you looking for in candidates?

We value candidates who have attention to detail, strong communication skills, the ability to work autonomously, and a willingness to embrace change.

Can you describe the company culture at Expensify?

The company culture emphasizes values such as "Live Rich, Have Fun, and Save the World," along with collaboration, self-improvement, and supporting ambitious personal goals.

What does the training process look like for new hires?

New hires will participate in developing and delivering high-quality training, gaining expertise in Expensify and its integrations, and learning to manage KYC flows and operational protocols.

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Expensify

Technology
Industry
51-200
Employees
2008
Founded Year

Mission & Purpose

Expensify is a payments superapp that helps individuals and businesses around the world simplify the way they manage money. More than 10 million people use Expensify's free features, which include corporate cards, expense tracking, next-day reimbursement, invoicing, bill pay, and travel booking in one app. All free. Whether you own a small business, manage a team, or close the books for your clients, Expensify makes it easy so you have more time to focus on what really matters.