Customer Support Specialist

The Company
Founded in 2015, ExpenseIn set out to make expense management easier and less frustrating, replacing time-consuming, paper-based processes with a smarter, faster solution. As we grew, we introduced new modules like invoice management, carbon reporting, and volunteer expense claims - all designed to save businesses time and hassle.

Today, we help companies in over 50 countries process more than a million expenses every month. In January 2025, we were acquired by AccountsIQ to bring even more value to finance teams. Together with the AIQ team, we continue to innovate and scale, helping businesses take control of their finances with smarter, more connected solutions.

The Role

Reporting to the Head of Service Delivery, we’re seeking a Customer Support Specialist to join the UK’s leading cloud-based expense management solution. You’ll be responsible for providing first-class support to all users of the system. Your detailed knowledge of the system, coupled with a comprehensive understanding of customer needs, will ensure that you provide a tailored and excellent service. You are passionate about showcasing your technical product knowledge in a customer-centric environment.

What you’ll be doing

• Working as part of a busy operational team delivering first-class service to all company stakeholders and customers.
• Guiding customers on best practices of expense management and HMRC expense regulations.
• Performing regular user acceptance testing on new features and feature enhancements on both the ExpenseIn mobile app and web portal.
• Supporting new and existing customers with patience through various communications channels, including but not exclusive to Live Chat, email, and telephone.
• Supporting customers using ExpenseIn’s Card Issuing product.
• Guiding and supporting users of ExpenseIn products while transferring system knowledge with an excellent and adaptable education style in line with ExpenseIn Support’s tone of voice.
• Maintaining full product knowledge of services and features.
• Continuously improving the customer-facing learning material to a high-quality standard.
• Adhering to company policies and procedures while contributing to departmental continuous improvement.
• Working closely with our technical teams to help identify and resolve system issues in line with business-as-usual SLAs and OLAs.
• Maintaining and enriching the support knowledge base.

What you’ll need

• Experience in working within a fast-paced customer service environment.
• Passion and enthusiasm for delivering exceptional customer service.
• Excellent verbal and written communication skills.
• Advanced skills using Microsoft Office 365.
• Understanding of different file formats, including TXT, CSV, XML, and Excel workbooks.

Why work with us?
As a forward-thinking, collaborative company, we combine drive, energy, and ambition with a friendly, supportive culture that encourages everyone to do their best work. With a strong focus on growth and expansion, we're poised to elevate both the ExpenseIn product and the level of service we provide to our customers. We’re looking for passionate, talented individuals to join our team as we work together to increase efficiency and add value to ordinary business processes.

Some of our perks

• 25 days annual leave + bank holidays + 1 day off for your birthday
• Service Leave
• Remote working
• Private Health Insurance
• Pension contribution (3%)

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