[Hiring] Customer Support Specialist @Vic.ai
Mar 25, 2025 - Vic.ai is hiring a remote Customer Support Specialist. đź’¸ Salary: competitive salary and stock options. đź“ŤLocation: USA.
Role Description
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.
- Support the continuing launch of additional AI-powered products, VicPay and VicVards.
- First point of contact for inbound support requests, guiding and nurturing our users on their Vic.ai journey.
- Provide prompt, efficient resolutions to inquiries via Intercom chat support (Monday - Friday, 9am - 5pm EST).
- Be a Vic.ai product specialist, mentoring other members of the company on functionality and customer workflows.
- Own our Help Center, ensuring content is clear, descriptive, and up-to-date.
- Take ownership of inbound support channels to improve automation, response times, and user satisfaction.
- Assist with new product testing to ensure knowledge is up-to-date.
- Analyze user sessions via FullStory to pinpoint inefficiencies and provide best practices.
- Work with the Product and Design teams to provide feedback 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.
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 (e.g., Sage Intacct, QuickBooks Online, Bill.com) experience are a plus.
- Technically savvy, eager to learn, and curious about customer 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 core job responsibilities.
- Comfortable working in a remote work environment.
Requirements
- Upbeat attitude, a sense of optimism, and a desire to learn.
- Energized by solving problems and providing outstanding support to customers.
- Ability to show empathy and understand customer challenges.
- Interest in the latest technology and improving customer processes and ROI.
- Ability to lead oneself and work collaboratively with others.
Benefits
- 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
- Opportunity to work remotely, including a stipend for 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
- In-person retreats to connect with employees
Similar Remote Jobs
More jobs at Vic.ai
-
Sales / Business $55,000 - $65,000 USAFeb 12, 2025
More Customer Service jobs
-
Customer Service $2,500,000 - $3,500,000 cop USAMar 27, 2025
-
Customer Service unspecified USAMar 27, 2025
More jobs in USA
-
Project Management unspecified USAMar 27, 2025
-
Project Management unspecified USAMar 27, 2025 -
Design $108,800 to $125,300 annually USAMar 27, 2025
Kickstart Your Job Search
Unlock 53,541 additional remote jobs, advanced search & email notifications
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
competitive salary and stock options
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 25, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
