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AI pioneer building autonomy & intelligence to digitally transform accounting & finance to improve productivity and ROI.
Customer Support Specialist
Location
United States
Posted
93 days ago
Salary
0
Seniority
Senior
Job Description
Customer Support Specialist
Vic.ai
• Serve as the first point of contact for inbound customer support requests, delivering prompt, thoughtful resolutions via Intercom chat (Monday–Friday, 9am–6pm EST) • Guide customers through their Vic.ai journey and contribute to a consistently delightful support experience • Become a Vic.ai product specialist, supporting customers and mentoring internal teammates on platform functionality and workflows • Partner with the Senior Manager to ensure that reporting, metrics, and scalability are in place for our growing body of customers, vendors, and internal stakeholders • Own and maintain the Help Center, ensuring articles, videos, and product tours are clear, accurate, and up to date • Continuously improve inbound support channels by increasing automation, reducing response times, and improving customer satisfaction • Participate in new product testing to stay current on platform updates and understand how new features impact customer workflows • Analyze user sessions using FullStory to identify friction points, recommend best practices,and monitor new feature utilization • Partner with Product and Engineering teams to share customer insights, provide feedback, and support testing of new functionality • Track and analyze support trends, surfacing insights to leadership and product teams • Provide detailed bug reports and issue analysis to Incident Management to support timely resolution
Job Requirements
- Bachelor’s degree or equivalent required
- 3+ years of experience in customer support or a customer-facing role (customer success, support, account management, or consulting)
- Strong ability to learn and navigate new software; experience with SaaS, accounting tools, or finance platforms (e.g., Sage Intacct, QuickBooks Online, Bill.com) is a plus
- Technically curious with an interest in understanding customer workflows and operational challenges
- Excellent verbal communication skills with a customer-first mindset
- Strong written communication skills—clear, concise, positive, and grammatically correct
- Comfortable working in a fast-paced startup environment and contributing beyond core responsibilities
- Experience working remotely or comfort operating in a distributed team
Benefits
- Competitive salary and stock options
- 401K with an employer match
- Health/vision/dental (including 2 health insurance coverage options that are 100% free for the employee AND family)
- Monthly wellness stipend
- Generous maternity and paternity leave
- The opportunity to work remotely, including a stipend for your home workstation setup
- Team-building events & awesome swag
- People-focused culture
- Generous vacation time, family, and travel-friendly environment
- Work alongside an enthusiastic, driven, and high-performing team in a meritocratic environment
- In-person retreats to foster strong team connections
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