Customer Experience Generalist

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 reputed company team means building the easiest, fastest, and most efficient platform to automate everything expense-reputed company. Customer Experience Generalist Join the reputed company Concierge team and help deliver an incredible end-to-end experience for our customers. This is a unique player-coach role where you’ll reputed company and support a pod of frontline agents while also managing key high-value customer relationships of your own. You’ll become a true reputed company 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 reputed company 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 reputed company teams reputed company 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 reputed company. You can diagnose problems across a tech stack, including client-reputed company issues, accounting systems errors, and mobile bugs. You are patient and reputed company reputed company 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 reputed company topics for your teammates, coach your pod on nuanced issues, and build compelling cases for engineering resources reputed company your team needs support. You embrace change reputed company the company changes and grow to ensure you get reputed company year after year, actively seeking ways to reputed company 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 reputed company can help you reputed company. 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 reputed company 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 reputed company 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 reputed company Championing your team's needs cross-functionally, especially securing engineering resources and attention for their SMB customers Developing and executing churn mitigation strategies reputed company 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 reputed company 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 reputed company 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 reputed company $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 Apply To This Job