Customer Support Specialist

Customer Support Specialist

Location: Raleigh, NC - Hybrid

Who we are:

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.

We invite you to check out our blog posts over the past year! Follow this link to our site. 

Role: Customer Support Specialist

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.

What you’ll do:

• Along with your team, support the continuing launch of additional AI-powered products, VicPay and VicVards are two new modules currently undergoing internal betas before a full release.

• First point of contact for inbound support requests, guiding and nurturing our users on their Vic.ai journey and providing them with prompt, efficient resolutions to their inquiries. Contributing to an overall delightful support experience: Monday - Friday, 9am - 5pm (EST) (schedule can be flexible based on time zone) via Intercom chat support

• Be a Vic.ai product specialist, able to mentor other members of the company on functionality and customer workflows.

• Own our Help Center, ensuring that content - Product Tours, Videos, and Articles - are clear, descriptive, and up-to-date. 

• As part of continuous improvement take ownership of inbound support channels to improve automation, response times, and user satisfaction.

• Assist with new product testing, to ensure that your knowledge is as up-to-date as possible, as well as knowing how new functionality may resolve or improve existing client workflows.

• Analyze user sessions via FullStory to pinpoint inefficiencies and provide best practices.

• Work with the Product and Design teams as needed to provide feedback, testing, 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, allowing them to pinpoint issues and resolve them swiftly.

Applications used on a daily basis include:

• G-Suite

• Intercom

• Jira

• FullStory

• Slack

What you'll need:

You have an upbeat attitude, a sense of optimism, joy for life, and to both challenge and improve yourself each day. The single most important characteristic is a desire to learn, eagerly absorbing new information, and seeing how we can improve our processes.

You are energized by solving problems, providing outstanding support to customers, and believe great customer support can turn a challenge into an opportunity for Vic to stand out in a positive way.

You have an innate level of ‘Compassionate Curiosity’ and can put yourself in the customer’s shoes, show empathy, respectfully challenge, ask discovery questions to truly understand the customer’s challenges, suggest solutions and/or take that feedback to the Product and Design teams.

You geek out about the latest technology and saving our customer’s time and money while improving their processes and ROI. 

You have the ability to lead yourself and work with others, in order to create a collaborative and healthy work environment.

Qualifications:

• Bachelor's Degree

• 3+ years of experience in a customer support or customer-facing role within customer success/support, account management, or strategic consulting. 

• Adept at learning new software - SaaS, accounting, and accounting software(ie, Sage Intacct, QuickBooks Online, Bill.com, etc..) experience are a plus.

• Technically savvy, eager to learn, and a curiosity to know more about the customer’s processes and challenges.

• Intercom or video editing experience is a plus.

• Proven verbal communication skills - a people person who is well-spoken and a great listener.

• Proven written communication skills - clear, concise, positive, and grammatically correct.

• Comfortable working in a startup environment, with a willingness to participate beyond your core job responsibilities, voice your ideas, and drive change.

• Comfortable working in a remote work environment. 

What you’ll get in return:

Vic.ai is proud to be an Equal Employment Opportunity employer. We do 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. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. At Vic.ai, we value humility and authenticity and we encourage our employees 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 

• CitiBike membership

• Generous maternity and paternity leave

• The opportunity to work remotely, including a stipend for your home workstation setup

• Monthly allowance for Office Space (We Work or similar)

• Virtual team-building events & awesome swag 

• People-focused culture

• Generous vacation time, family and travel-friendly environment

• Work alongside an enthusiastic, collegial, and driven team in a highly meritocratic environment 

• Vic.ai also offers in-person retreats to employees. We love connecting in person as a remote-first company. 

Check out all the fun we are having @vicdotai on our Instagram page. Also, don’t forget to follow us on LinkedIn to stay up to date on our AI technology and new career opportunities.