Customer Support Specialist

📋 Description

• • As a Customer Support Specialist at Vic.ai Inc., you will be the crucial first point of contact for our valued customers, embodying the frontline product expertise that defines our commitment to exceptional service. This role is integral to our growing Enablement team, reporting directly to the Senior Manager, Customer Enablement and Support, and plays a pivotal part in scaling a best-in-class support organization.
• • Your primary responsibility will be to deliver prompt, thoughtful, and effective resolutions to inbound customer requests, primarily through our Intercom chat platform, ensuring a consistently delightful support experience during business hours (Monday–Friday, 9am–6pm EST).
• • You will be instrumental in guiding customers through their journey with Vic.ai, a cutting-edge AI-powered platform for expense invoice processing, PO matching, expense cards, and vendor payments. Your deep understanding of the platform will not only help customers but also serve to mentor internal teammates on its intricate functionality and workflows.
• • A key aspect of this role involves owning and maintaining the Vic.ai Help Center. This includes ensuring all articles, video tutorials, and product tours are not only clear and accurate but also consistently up-to-date, reflecting the latest platform advancements and best practices.
• • You will actively contribute to the continuous improvement of our inbound support channels. This involves identifying opportunities to increase automation, reduce response times, and enhance overall customer satisfaction, making support more efficient and effective.
• • As Vic.ai's platform and customer base expand, you will partner closely with the Senior Manager to ensure that robust reporting, key metrics, and scalable support systems are in place to effectively serve our growing community of customers, vendors, and internal stakeholders.
• • Your technical curiosity will be highly valued as you participate in new product testing. This ensures you stay current with platform updates, gain a deep understanding of how new features impact customer workflows, and can proactively address potential customer challenges.
• • You will leverage tools like FullStory to analyze user sessions, identifying friction points in the customer experience, recommending best practices for platform utilization, and monitoring the adoption of new features.
• • A significant part of your role will involve collaborating with our Product and Engineering teams. You will share valuable customer insights, provide direct feedback on platform usability and functionality, and support the testing of new features, acting as a vital bridge between our users and product development.
• • You will be responsible for tracking and analyzing support trends, diligently surfacing these insights to leadership and product teams to inform strategic decisions and product roadmap development.
• • To support timely issue resolution, you will provide detailed bug reports and thorough issue analysis to the Incident Management team, ensuring a smooth and efficient process for addressing technical problems.
• • This role requires a proactive approach, comfortable operating in a fast-paced startup environment and contributing beyond the defined core responsibilities to help the team achieve its goals.
• • You will be working with a suite of modern tools, including Google Workspace (G-Suite), Intercom for customer communication, Jira for issue tracking, FullStory for user session analysis, Slack for internal communication, and Cursor & other AI efficiency tools to enhance productivity.
• • Vic.ai is at the forefront of autonomous accounting, using AI to transform accounts payable. As a Customer Support Specialist, you will be a key player in helping finance teams eliminate manual work, increase accuracy, and scale intelligently by mastering and supporting our AI-powered platform.
• • Your contributions will directly impact the efficiency and satisfaction of our customers, ensuring they can operate their finance departments with speed, confidence, and control.
• • This role offers a unique opportunity to grow with a product-driven company backed by top-tier investors, operating with a strong sense of ownership, accountability, and pace, guided by core values of People First, Integrity is Fundamental, Honesty is Magic, Action over Motion, and Enjoy the Journey.