Expensify · 2 days ago
Customer Experience Generalist
United States
Full-time
Remote
Mid Level
$100K/yr - $100K/yrExpensify is a company focused on revolutionizing expense management. They are seeking a Customer Experience Generalist to ensure an exceptional user experience by managing customer relationships, providing support, and resolving issues while collaborating with various teams.
AccountingEnterprise ApplicationsEnterprise SoftwareFinancial ServicesFinTech
No H1B
Responsibilities
Overseeing a dedicated book of business
Directly managing our biggest enterprise customers
Coaching a small team of SME account managers
Building and maintaining strong customer relationships
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
Maintaining standards of excellence across our multiple support tiers
Developing and delivering high-quality training
Quality assuring frontline support for customer interactions
Meeting KPIs that center on customer experience and retention
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
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
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
Qualification
Required
Eager to grind through a stack of well-defined, repeatable micro-tasks every day, with attention to detail and sustained urgency
Comes from a SaaS background and ability to independently master the nuanced details of a complex, continuously changing product serving a sophisticated, international accounting audience with minimal support
Knows how to build and maintain strong customer relationships over time, not just solve one-off issues
Experience managing accounts or driving adoption and retention in previous roles
Can diagnose problems across a tech stack, including client-side issues, accounting systems errors, and mobile bugs
Comfortable going into complex product role and seeks to understand how Expensify and our various integrations work
Has attention to detail and an understanding of how small mistakes can have a large impact
Uses attention to detail to improve processes to make micro-tasks more efficient and scalable
Patient and calm when things go wrong, recognizing responsibility for hearing and managing customer concerns with a positive spirit
Skilled communicator, especially in written form, to simplify financial topics to customers and complex topics to teammates
Thrives in an environment with minimal supervision and can stay on task and find ways to fill extra time constructively without a direct manager
Embraces change when the company changes and grows to ensure improvement year after year
Collaborates with enthusiasm and humility, without regard for whose idea is best, and celebrates being wrong as an opportunity for self-improvement
Excited by the culture of Live Rich, Have Fun, and Save the World, and has an ambition they are passionate about that Expensify can help achieve
Can context switch their focus between multiple problem areas across every working day
Can fix the small things AND the big things with the same can-do positive attitude and humility
Delivers quality results by taking a concept from ideation to execution
Works autonomously with a good awareness of how to self-service vs when to ask for help
Shows commitment to developing diverse new skill sets that directly help the team
Expresses themselves confidently and effectively in both written and verbal contexts
Can break down technical concepts in non-technical and jargon-free language
Asks AND answers questions thoughtfully, proactively sharing knowledge with others
Thinks critically and applies reasoning to solve problems when written instructions do not exist
Uses logic and research to surface what opportunities are the best use of resources for ROI
Benefits
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
$5,000 relocation reimbursement for those moving to New York City, San Francisco, or Portland
Company
Expensify
Expensify is a financial services company that provides an online expense management service for businesses.
Founded in 2008
51-200 employees
Funding
Current Stage
Public CompanyTotal Funding
$138.2MKey Investors
CIBC Innovation BankingCIBCOpenView
2021-11-10IPO
2021-10-31Debt Financing· $100M
2021-04-14Secondary Market
Leadership Team
David Barrett
Founder, CEO, and Director
Ryan Schaffer
Chief Financial Officer, Board Member
Recent News
MarketScreener
2025-12-30
2025-12-02
2025-12-02
Company data provided by crunchbase