Customer Support Specialist

We are seeking a Customer Support Specialist (CSS) to join our growing Enablement team. Reporting to the Senior Manager, Customer Enablement and Support, this role plays a critical part in delivering exceptional customer experiences while helping scale a best‑in‑class support organization.

You’ll serve as a frontline product expert—supporting customers through inbound requests while also owning and iterating Vic.ai’s self‑service and interactive support resources. As our platform and customer base grow, scalable support systems, automation, and high‑quality documentation will be key to success as Vic.ai provides an AI‑powered expense invoice, PO Matching, expense cards, and vendor payment platform.

• Serve as the first point of contact for inbound customer support requests, delivering prompt, thoughtful resolutions via Intercom chat (Monday–Friday, 9am–6pm EST)
• Guide customers through their Vic.ai journey and contribute to a consistently delightful support experience
• Become a Vic.ai product specialist, supporting customers and mentoring internal teammates on platform functionality and workflows
• Partner with the Senior Manager to ensure that reporting, metrics, and scalability are in place for our growing body of customers, vendors, and internal stakeholders
• Own and maintain the Help Center, ensuring articles, videos, and product tours are clear, accurate, and up to date
• Continuously improve inbound support channels by increasing automation, reducing response times, and improving customer satisfaction
• Participate in new product testing to stay current on platform updates and understand how new features impact customer workflows
• Analyze user sessions using Full Story to identify friction points, recommend best practices, and monitor new feature utilization
• Partner with Product and Engineering teams to share customer insights, provide feedback, and support testing of new functionality
• Track and analyze support trends, surfacing insights to leadership and product teams
• Provide detailed bug reports and issue analysis to Incident Management to support timely resolution

• Google Workspace (G‑Suite)
• Intercom
• Jira
• Full Story
• Slack
• Cursor & other AI efficiency tools

• Bachelor’s degree or equivalent required
• 3+ years of experience in customer support or a customer‑facing role (customer success, support, account management, or consulting)
• Strong ability to learn and navigate new software; experience with SaaS, accounting tools, or finance platforms (e.g., Sage Intacct, Quick Books Online, ) is a plus
• Technically curious with an interest in understanding customer workflows and operational challenges
• Excellent verbal communication skills with a customer‑first mindset
• Strong written communication skills—clear, concise, positive, and grammatically correct
• Comfortable working in a fast‑paced startup environment and contributing beyond core responsibilities
• Experience working remotely or comfort operating in a distributed team

Vic.ai is building the future of autonomous accounting using AI. We help finance teams eliminate manual work, increase accuracy, and scale intelligently by transforming one of the most complex and operationally heavy areas of finance: accounts payable.

Our AI‑powered platform applies machine learning and automation to invoice processing, coding, approvals, and insights—enabling finance teams to operate with speed, confidence, and control. Vic.ai has processed hundreds of millions of invoices with industry‑leading accuracy and supports thousands of customers across a wide range of ERP environments.

We’re a fast‑growing, product‑driven company backed by top‑tier investors, operating with a strong sense of ownership, accountability, and pace. Our values guide how we work every day:
People First, Integrity is Fundamental, Honesty is Magic, Action over Motion, and Enjoy the Journey.

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,…