Product Expert

ExpensePoint is a dynamic and fast-growing software company revolutionizing the way businesses manage employee expense reimbursement. Our innovative platform simplifies the process, combining cutting-edge technology with user-friendly tools to create efficient and seamless workflows. At ExpensePoint, we foster a culture of innovation, collaboration, and continuous growth, where team members are empowered to make an impact. Joining our team means being part of a forward-thinking company that values creativity, professional development, and a shared vision for success.

POSITION SUMMARY:

The Product Expert plays a pivotal role within the Customer Onboarding and Support teams, serving as a hands-on expert. This position is the first point of live contact for onboarding, training, and support for our clients.

We're looking for a self-motivated, service-driven leader with exceptional communication and analytical skills who thrives in a collaborative, fast-paced SaaS environment.

Opportunities to grow into Sales or Customer Success.

KEY RESPONSIBILITIES:

Client Engagement and Product Expertise:

• Serve as a point of contact for clients, managing diverse and complex inquiries related to onboarding, training, and ongoing support.
• Deliver high-quality, personalized training and product guidance, empowering clients to fully utilize the ExpensePoint platform.
• Lead client meetings to address: * System configuration and customization * Integration with accounting platforms * Product training for end users and administrators * Troubleshooting issues and technical support * Respond promptly to daily customer communications, including emails, voicemails, and meeting requests.
• Document client interactions using internal tools such as HubSpot, Jira, and PandaDoc.

Process Improvement and Operational Efficiency:

• Contribute to ongoing enhancements of support and onboarding processes by identifying pain points and suggesting solutions.
• Assist in maintaining and updating internal knowledge base resources and client-facing materials.
• Participate in team meetings and cross-functional initiatives to improve the overall customer experience.
• Support reporting and tracking of KPIs related to client satisfaction, resolution times, and support quality.

SKILLS & QUALIFICATIONS:

• University degree or college diploma in Business Administration, Information Technology, Finance, or a related field- or equivalent work experience.
• 2-5 years of experience in a French and English customer contact environment.
• Proven experience in a team lead, mentor, or supervisory role is a strong asset.
• Dedicated to delivering exceptional service and creating value for both internal and external clients.
• Strong interpersonal skills with excellent verbal and written communication abilities.
• Highly organized with the ability to manage multiple priorities under time constraints.
• Skilled in Microsoft Office Suite; advanced Excel skills (e.g., pivot tables, complex formulas) are preferred.
• Comfortable using tools such as HubSpot (CRM), Jira (ticketing/project management), PandaDoc, and Microsoft Teams.
• Strong problem-solving skills and analytical thinking.
• Proactive, adaptable, and able to lead by example in a collaborative team setting