Customer Support Specialist

Vic.ai•New York, NY

3d•Remote

About The Position

We are seeking a Customer Support Specialist (CSS) to join our growing Enablement team. Reporting to the Senior Manager, Customer Enablement and Support, this role plays a critical part in delivering exceptional customer experiences while helping scale a best-in-class support organization. You’ll serve as a frontline product expert—supporting customers through inbound requests while also owning and iterating Vic.ai’s self-service and interactive support resources. As our platform and customer base grow, scalable support systems, automation, and high-quality documentation will be key to success as Vic.ai provides an AI-powered expense invoice, PO Matching, expense cards, and vendor payment platform

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

Responsibilities

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

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