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 Champions At ExpensifyThe 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 unique immersive approach to understanding every part of the customer journey: from account management, frontline support and troubleshooting, KYC checks, quality assurance, documentation, to producing training material, and more - this is a generalist Customer Champion role like no other!
About YouYou are eager to grind through a stack of well-defined, repeatable micro-tasks every day, with attention to detail and sustained urgency.
You revel in improving processes to make your micro-tasks more efficient and scalable.
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 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 are tech-savvy and can learn new tools, both open and proprietary, as well as largely support your own IT needs.
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.
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
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
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
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:
When did you first start supporting customers, and what is your proudest customer success story from your career so far?
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?
If you were tasked with analyzing customer behavior and recommending product-driven solutions, how would you approach that problem?
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.)
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!