Customer Experience Generalist
Remote US
Your Mission, Should You Choose To Accept
Join our passionate team of customer experts to solve real-world problems, and help people spend less time managing expenses and more time pursuing their real goals. As we revolutionize the way people manage expenses, being part of the Expensify team means building the easiest, fastest, and most efficient platform to automate everything expense-related.
Customer Experience Generalist
Join the Expensify Concierge team and help deliver an incredible end-to-end experience for our customers. This is a unique player-coach role where you’ll lead and support a pod of frontline agents while also managing key high-value customer relationships of your own. You’ll become a true Expensify expert, working closely across teams to understand every part of the customer journey—from account management and support to training, KYC checks, quality assurance, and documentation. If you love variety, ownership, and making a real impact on how customers experience our product, this role is for you.
What Makes This Opportunity Special
This is more than just an account management role—it's a chance to establish yourself as a key leader in a high-growth environment:
Flat Organization: Direct impact and visibility across the company
Fully Remote: Work from anywhere in the US with flexible work arrangements ( note: working US business hours to support customers in real time is required)
Grow Your Impact: Build and define this role in a flat organization where ownership, scope, and compensation grow with your contributions, not just titles
Own Your Success: Control retention metrics for your pod and directly influence outcomes
About You
You know how to build and maintain strong customer relationships over time, not just solve one-off issues.
You’re energized by juggling diverse customer challenges throughout the day, and comfortable with context-switching to keep teams aligned and customers retained.
You are eager to grind through a stack of well-defined, repeatable micro-tasks every day, with attention to detail and sustained urgency.
You're a natural coach and mentor who gets genuine satisfaction from helping others level up.
You can diagnose problems across a tech stack, including client-side issues, accounting systems errors, and mobile bugs.
You are patient and calm when things go wrong, recognizing that you are directly responsible for hearing and managing customer concerns with a positive spirit.
You are a skilled communicator, especially in writing, to simplify financial topics for customers and complex topics for your teammates, coach your pod on nuanced issues, and build compelling cases for engineering resources when your team needs support.
You embrace change when the company changes and grow to ensure you get better year after year, actively seeking ways to develop your skills and your team's capabilities.
You're excited by our culture of Live Rich, Have Fun, and Save the World, and have an ambition you're incredibly passionate about that Expensify can help you achieve.
Background and Experience
Required:
3+ years in SaaS B2B environments, with experience in account management
Proven track record managing customer retention, adoption, and expansion metrics
Experience with complex B2B software serving enterprise or international customers
Strong written communication skills for customer documentation and internal technical cases
Track record advocating for product, engineering and design resources for your customers and managing cross-functional priorities
Comfortable working independently with minimal supervision in fast-paced, autonomous environments
Desirable:
Experience coaching, mentoring, or directly managing team members
Familiarity with accounting/finance/HRIS software
Experience with HubSpot or other CRM platforms
Technical troubleshooting ability across web applications, accounting systems, APIs, or mobile platforms
Daily Focus & Responsibilities
Account Management: Building Lasting Enterprise Relationships
Overseeing a dedicated book of business—your own portfolio of high-value enterprise customers
Leading and coaching a pod of frontline support agents who manage SMB customer accounts—you're their manager, mentor, and biggest advocate
Championing your team's needs cross-functionally, especially securing engineering resources and attention for their SMB customers
Developing and executing churn mitigation strategies when customers show signs of disengagement
Actively engaging key contacts over chat and calls
Upselling the adoption of new features
Quality & Training: Setting Your Team Up for Success
Maintaining standards of excellence across our multiple support tiers
Developing and delivering high-quality training for customers and peers
Meeting KPIs that center on customer experience and retention
Risk & Fraud: Protecting Expensify and Customer Funds
Diligently following operational protocols and written instructions across a broad range of operational tasks
Flagging and blocking fraud risks
Product Support: Identifying and resolving bugs
Triaging and troubleshooting user errors by gathering comprehensive details about bugs
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
Benefits
401k with employer match
100% Medical/Dental/Mental Health support/Vision contributions
$20k annual family planning benefit through Carrot
$5k relocation reimbursement if you move to our SF or Portland offices
Up to three months of fully paid parental leave, with up to six months for birthing parents
Commuter benefits
Flexible vacation policy
We’re committed to providing a fair and inclusive hiring experience. If you need a reasonable accommodation at any stage of the process, just let us know—we’re happy to help