Customer Experience Generalistid-8713

May 14, 2025

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.

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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

$5k relocation bonus to move to the San Francisco or Portland area and work from our local office

Up to three months of fully paid parental leave, with up to six months for birthing parents

Commuter benefits

Flexible vacation policy

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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