Customer Support Specialist

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About the Opportunity

The organization is seeking a Customer Support Specialist (CSS) to join its 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.

This individual will serve as a frontline product expert, supporting customers through inbound requests while also owning and iterating the organization's self-service and interactive support resources. As the platform and customer base grow, scalable support systems, automation, and high-quality documentation will be key to success as the organization provides an AI-powered expense invoice, PO Matching, expense cards, and vendor payment platform.

Key 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 platform journey and contribute to a consistently delightful support experience
• Become a 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 the 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

Tools You’ll Use

• Google Workspace (G-Suite)
• Intercom
• Jira
• FullStory
• Slack
• Cursor & other AI efficiency tools

Required Qualifications

• 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 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

Who We Are

The organization is building the future of autonomous accounting using AI. It helps finance teams eliminate manual work, increase accuracy, and scale intelligently by transforming one of the most complex and operationally heavy areas of finance: accounts payable.

The AI-powered platform applies machine learning and automation to invoice processing, coding, approvals, and insights—enabling finance teams to operate with speed, confidence, and control. The platform has processed hundreds of millions of invoices with industry-leading accuracy and supports thousands of customers across a wide range of ERP environments.

This is a fast-growing, product-driven company backed by top-tier investors, operating with a strong sense of ownership, accountability, and pace. The organization's values guide how it works every day: People First, Integrity is Fundamental, Honesty is Magic, Action over Motion, and Enjoy the Journey.

What you’ll get in return:

The organization is proud to be an Equal Employment Opportunity employer. It does not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The organization is committed to building a team that represents a variety of backgrounds, perspectives, and skills.

At the organization, humility and authenticity are valued, and employees are encouraged to bring their original, best selves to work.

As a team member, you will receive:

• 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

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.