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
What You’ll DoServe 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
Google Workspace (G-Suite)
Intercom
Jira
FullStory
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, 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
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.
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
Generous maternity and paternity leave
The opportunity to work remotely, including a stipend for your home workstation setup
Team-building events & awesome swag
People-focused culture
Generous vacation time, family, and travel-friendly environment
Work alongside an enthusiastic, driven, and high-performing team in a meritocratic environment
In-person retreats to foster strong team connections
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.
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What We Do
Vic.ai is an AI pioneer building autonomy and intelligence to digitally transform accounting and finance to improve productivity, decision-making, and ROI. Already surpassing human-level accuracy for many tasks, Vic.ai helps accountants, CFOs, controllers, and accounts payable (AP) teams become more efficient and reduce errors on routine tasks such as invoice processing, approval workflows, and electronic payment processing. CPA firms can leverage their human workforce for cognitive tasks, while AI takes care of repetitive tasks, driving dramatic cost savings and profit margin improvements. This helps public accounting firms create balanced employee workloads during tax season, be more flexible, and protect against new business model threats. CFOs and controllers from high-growth enterprise finance teams use Vic.ai to keep headcount under control, increase security, and reduce costly errors due to poor internal controls. By automatically entering invoices into accounting systems for human review, this changes the AP person’s workflow from data input to reviewing the AI. Many accounting-, audit-, banking-, payroll-, and tax-related tasks are becoming fully automated with AI and machine learning. The accounting industry is being challenged in ways in which it has never seen during the past 500 years. Due to its disruptive nature, Vic.ai is venture backed by some of the best investors in Silicon Valley (including Cowboy Ventures) and already helps industry leaders like PWC, KPMG, BDO, as well as many mid-sized firms. Early adopters of AI will have a significant market advantage going forward. Is your firm prepared? And are you truly ready for competitive battles with more tech-savvy firms? Or is your team in danger of falling behind? Find out when you schedule your complimentary consultation with a Vic.ai automation expert at the URL on this profile.
