Navan’s Growth team drives exponential adoption among small-to-medium-size businesses. We support our “self sign up” customers who come inbound through our website and start using Navan for free. We act on customer feedback and refine internal processes to deliver a seamless experience while hitting ambitious revenue targets.
Why this role?
- Own the first layer of support for hundreds of SMB admins.
- Partner daily with Account Managers on larger, strategic accounts.
- Influence product direction by sharing front-line insights with engineering, design, and product.
- Build a clear path toward an Account Manager position.
What You'll Do:
- Manage the SMB product-support inbox: triage requests, open and track issues in Jira (or similar), and guide customers through account setup.
- Collaborate with SMB Account Managers to strengthen their books of business and surface upsell opportunities
- Identify high potential new customers and connect them with Account Executives
- Become a Navan product expert—use your knowledge to troubleshoot, educate, and spot revenue opportunities.
- Serve as the voice of the customer, sharing feedback that improves features and internal processes.
- Meet or exceed targets for first-reply time and CSAT.
What We're Looking For:
- 1–2 years in a customer-facing role (support, success, account management, or similar).
- Familiarity with corporate travel or Navan’s platform is a plus, but we will provide training.
- Strong written communication; you can translate complex issues into clear, empathetic emails.
- Ability to prioritize in a fast-moving environment and think independently when faced with new scenarios.
- Meticulous attention to detail and a passion for excellent customer service.
This is a hybrid, exempt, salaried position with unlimited PTO, and the opportunity to exceed commission targets.