Customer Support Specialist, Vic.ai
+ Stock options
AI digital transformation platform for accounting and finance
Be an early applicant
AI digital transformation platform for accounting and finance
101-200 employees
Be an early applicant
+ Stock options
101-200 employees
Company mission
To revolutionize finance departments through cutting-edge AI, enabling teams to focus on high-impact, strategic work that drives positive outcomes for businesses, society, and the environment.
Role
Who you are
- 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, QuickBooks Online, Bill.com) 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
What the job involves
- 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 FullStory 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
- Tools You’ll Use:
- Google Workspace (G-Suite)
- Intercom
- Jira
- FullStory
- Slack
- Cursor & other AI efficiency tools
Our take
Outdated financial and accounting processes can seriously impact productivity and efficiency, especially at scale. Vic.ai leverages AI to solve this problem by automating repetitive processes such as invoicing, freeing up human workforces for more critical tasks.
This improves productivity, reduces the risk of human error and cuts costs. Naturally, this has proven especially popular among enterprises and accounting giants such as KPMG and Deloitte. This impressive client roster is testament to the value-adding potential of Vic.ai's tech.
Accounting and finance automation is a growing industry, and Vic.ai's main challenge will be competing with companies like Oracle and Intuit. However, with 2022 developments in Vic.ai's technology pushing its effectiveness to 99% accuracy, growth of over 200% in its user base since 2021 and substantial series C funding awarded at the end of 2022, Vic.ai is continuing to gather significant momentum.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Dec 2022
$52m
SERIES C
Sep 2021
$50m
SERIES B
Total funding: $114.7m
Company benefits
- Health first: We offer employer-paid medical, dental, vision, life, and AD&D insurance plans, ensuring you have the coverage you need to stay healthy and protected
- Stay balanced: A monthly wellness stipend helps you stay balanced, whether it’s a gym membership, a meditation app, a massage, or whatever supports your wellbeing
- Your office, your way: We provide a home office setup budget and coworking space stipend to help you create the right workspace that works for you
- Come together: Enjoy regular team and company meetups to share ideas, collaborate, and stay connected, because even in a remote-first world, in-person moments matter
- Rest and recharge: Our generous PTO policy and holiday calendar give you the flexibility to rest, recharge, and take time when you need it
- Gratitude in action: We believe great work deserves recognition. From shoutouts in team meetings to meaningful celebrations, we make sure your contributions never go unnoticed
- Invest in your future: Build long-term financial security with a 401(k) plan, including immediate participation, full vesting, and a 50% match on the first 4% you contribute
- Give back: We believe in supporting the communities where we live and work. Every quarter, employees get a dedicated volunteer day to contribute to a cause that matters to them
Company HQ
Midtown Manhattan, New York, NY
Leadership
Alexander Hagerup
(Co-Founder & CEO)Previously Founder and CEO of The Online Backup Company AS. They are also an Investor and Advisor at Katapult Accelerator and a member of the Forbes Technology Council.
Kristoffer Roil
(Co-Founder & COO)Founded Telipol, which was bought by the Hudya Group. They are a Partner and Member of the Board of Directors at Tjuvholmen Ventures.
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