Customer Support Specialist

About the position

Vic.ai has been pioneering the use of AI to digitally transform accounting and finance processes to improve productivity, decision-making, and ROI for more than six years. Vic.ai addresses the most manual and inefficient task in accounting – invoice processing – to improve its speed and scalability, ultimately enabling customers to reinvent their accounts payable operations and improve financial management. By processing over half a billion invoices with up to 99% accuracy, Vic.ai has helped 10,000+ customers achieve nearly $188 million in cost savings and 6 million hours in time savings. We're a Series C-funded company and are fortunate to have some renowned investors and partners: Costanoa Ventures, Cowboy Ventures, GGV Capital, and ICONIQ Capital. As a SaaS company, Vic.ai’s success depends upon the success of our customers. We are seeking a Customer Support Specialist (CSS) to join our team. Reporting to the Customer Enablement Lead you’ll join the enablement team on the ground floor as we grow a best-in-class support organization by offering expert technical support and best practice recommendations. You will be responsible for our self-help and interactive channels that our customers use to learn about our platform. The main focus of the role is to develop, evolve, and maintain our materials for a quickly evolving platform while also maintaining impeccable customer support for inbound inquiries. With a rapidly growing user base, a robust self-help system with automation of support channels will be a key feature to make our support system scale.

Responsibilities

• Support the continuing launch of additional AI-powered products, VicPay and VicVards.
• First point of contact for inbound support requests, guiding and nurturing users on their Vic.ai journey.
• Provide prompt, efficient resolutions to customer inquiries via Intercom chat support.
• Be a Vic.ai product specialist, mentoring other members of the company on functionality and customer workflows.
• Own the Help Center, ensuring content is clear, descriptive, and up-to-date.
• Take ownership of inbound support channels to improve automation, response times, and user satisfaction.
• Assist with new product testing to ensure knowledge is up-to-date.
• Analyze user sessions via FullStory to pinpoint inefficiencies and provide best practices.
• Work with Product and Design teams to provide feedback and customer viewpoints on new functionality.
• Analyze support trends and provide insights to management and product.
• Provide comprehensive bug reporting and analysis to Incident Management.

Requirements

• Bachelor's Degree.
• 3+ years of experience in a customer support or customer-facing role.
• Adept at learning new software, with SaaS and accounting software experience a plus.
• Technically savvy and eager to learn about customer processes and challenges.
• Proven verbal communication skills.
• Proven written communication skills.
• Comfortable working in a startup environment.
• Comfortable working in a remote work environment.

Nice-to-haves

• Intercom or video editing experience.

Benefits

• Competitive salary and stock options.
• 401K with an employer match.
• Health/vision/dental insurance options that are 100% free for the employee and family.
• Monthly Wellness stipend.
• CitiBike membership.
• Generous maternity and paternity leave.
• Opportunity to work remotely with a stipend for home workstation setup.
• Monthly allowance for Office Space (We Work or similar).
• Virtual team-building events & awesome swag.
• Generous vacation time.
• In-person retreats for employees.