Customer Experience Associate

Role overview

About the Role

The Customer Experience Associate resolves customer issues across payments, corporate cards, reimbursements, travel, bank linking, and accounting integrations. This role combines phone, email, and chat support with technical investigation, end-to-end escalation management, and improvements to customer experience processes. The work requires understanding how connected systems operate, making informed triage decisions, and coordinating with Engineering, Risk, Product, and Partnerships to bring issues to a clear resolution.

Customer Support & Process Ownership

• Support customers primarily through live calls, email, and chat, explaining issues, next steps, and expected outcomes with precision and empathy.
• Investigate problems across payments, card programs, travel, reimbursements, bank connections, and accounting syncs, identifying how these systems interact and where failures occur.
• Own each ticket through resolution. Route escalations to the appropriate teams, follow up across team boundaries, and keep customers informed using Zendesk, internal tools, and Slack-based escalation workflows.
• Use AI-powered research tools and a proprietary AI platform daily, provide actionable feedback, and help shape how these tools develop within customer experience operations.
• Address process gaps directly by updating standard operating procedures, correcting knowledge base content, building automations, and using AI to improve support systems and outcomes.
• Work directly with Product, Engineering, and go-to-market teams while supporting financially sophisticated customers, including finance leaders who rely on accurate payment and accounting information.

Required Capabilities

• Apply systems thinking to resolve immediate customer issues, understand their underlying causes, and identify ways to prevent recurrence.
• Actively use AI tools such as Claude, Notion AI, and research or workflow tools, with demonstrable examples of applying them to real work. This is a firm requirement.
• Balance speed, accuracy, and thoroughness while maintaining a high standard of execution in customer interactions.
• Discuss how APIs, bank integrations, and accounting software connect, even without writing code.
• Manage competing priorities and multiple open issues across internal teams without losing track of follow-ups.
• Write clear, concise explanations, including communicating payment reconciliation issues to a CFO without unnecessary jargon.
• Handle customer conversations confidently by phone.
• Demonstrate a track record of exceeding customer satisfaction (CSAT), quality assurance (QA), and speed-of-service performance standards.
• Adapt to frequent product changes and ongoing learning in a rapidly evolving environment.

Preferred Experience

• Experience building AI-supported workflows or automations beyond prompting alone.
• Familiarity with accounts payable, accounts receivable, general ledger, reconciliation, or ERP integrations such as NetSuite, QuickBooks, and Sage.
• Knowledge of payments infrastructure, including ACH, wire transfers, and card networks.
• Experience supporting customers in an environment with frequent product releases and corresponding changes to CX operations.

Work & Pay Details

• Location: United States
• Workplace: United States
• Employment: Full time, with a set 40-hour workweek.
• Schedule: Shifts are assigned through a schedule-bid process. Working hours span 7:00 AM–11:00 PM local time (EST/CST/PST). The assigned shift will likely include one weekend day, with Sunday–Thursday or Tuesday–Saturday schedules.
• Holiday coverage: Associates cover 2–3 company holidays per year on a rotating basis.
• Compensation: The posted annual pay range is $60,000–$70,000 for candidates in New York City or San Francisco and $60,000–$65,000 for candidates in other locations. The role is paid hourly, with a minimum hourly expectation; final compensation depends on hiring location and level.
• Equity: Offered separately from cash compensation.
• Work environment: Frequent product changes, access to proprietary AI tools with unlimited tokens, cross-functional collaboration, team events, and in-person offsites.
• Development: Opportunities to grow within customer experience or explore other internal functions.

Benefits

• Flexible paid time off.
• Centralized ordering of home-office equipment.
• Health and wellness stipend, weekly coffee stipend, and a budget for travel between offices.
• 100% medical, dental, and vision insurance coverage for employees, with partial coverage for dependents.
• Annual One Medical membership.
• 401(k) with employer matching on contributions made during employment.
• Fertility HRA providing up to $10,000 per year.
• Parental leave at 100% pay: up to 16 weeks for birthing and bonding, or 8 weeks for bonding only.
• Pet insurance.
• In-office perks, including lunch, snacks, and drinks.
• Relocation expense coverage to New York City or San Francisco, if needed.