Job description
About Invoca:
Invoca leads the revenue execution platform market by using AI to link online marketing with offline sales teams and optimize every stage of the buying journey. With over 300 employees, 2,000+ customers, and $100 million in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184 million from leading venture capitalists, including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures
About the Team:
The Invoca Customer Support team is dedicated to delivering exceptional, customer-focused technical support to our diverse user base. We engage with our customers through a variety of written and verbal communication channels, ensuring accessibility and clarity in every interaction. Our core principles revolve around maintaining the highest standards for ownership, responsiveness, efficiency, and resolution. We are relentlessly committed to continuous improvement, constantly evaluating our processes and seeking innovative ways to enhance the customer experience. Collaboration is at the heart of our operations. We believe inter-departmental collaboration is crucial in ensuring that our customers derive maximum value from the Invoca platform and integrations, empowering them to achieve their business objectives. Our goal extends beyond simply solving technical issues; we strive to be a proactive partner in our customers’ success.
About the Role:
We are looking for a Senior Customer Support Representative to join the Invoca Support organization. This person will be responsible for providing assistance to Invoca clients in a variety of areas including technical support, training, and other related areas. You will need to be someone who can achieve success with promptness, thoroughness, and accuracy with every interaction.
The Senior Customer Support Representative acts as the point of escalation for the Tier 1 support team reps. They assess both client issues and internally created tickets that cannot be handled by Tier 1 and require more in-depth troubleshooting. If no solution is available, senior support takes the lead in escalated cases and knows where to go for higher-level technical assistance.
You Will:
- Manage inbound support requests from clients using a queuing system.
- Conduct thorough product training sessions via phone and web conference tools.
- Participate actively in quality assurance tests for new products, ensuring high standards.
- Rotate in off-hours support to provide continuous assistance to clients.
- Collaborate with Customer Success Managers and internal teams to address and resolve customer issues efficiently.
- Consistently deliver on work commitments and proactively communicate with stakeholders regarding any arising issues.
- Create, review, and maintain Knowledge content within the platform to ensure accuracy and relevance.
- Demonstrate leadership abilities by remaining calm under pressure and being flexible to adapt solutions when plans change.
- Proactively seek out self-development opportunities and learn from mistakes for continuous improvement.
- Quickly diagnose the root cause of customer problems and possess familiarity with common systems Invoca integrates with.
- Independently own escalated/Tier 2 cases, guide others, and lead minor projects with tangible deliverables.
- Act as a valuable resource for the Support team by facilitating internal team training, joining escalated calls, creating documentation for edge cases, and providing backup support for on-call and queue management when necessary.
You Have:
- 2+ years of successful customer support role - email and phone.
- A positive outlook and real passion for assisting clients every single day
- Ownership and the ability to manage multiple high priority cases
- Detail oriented and excellent interpersonal skills
- Strong written and verbal communication skills
- Proficiency in Microsoft Excel
- Proficiency in APIs and SQL
- Proficiency in updating and creating clear documentation for all technical abilities
- A team oriented individual who has a desire to help their colleagues succeed by providing constructive feedback and technical assistance
Bonus Qualifications:
- Hands-on experience with CRM and software support.
- Ability to confidently read and troubleshoot JavaScript.
- Experience with Google Ads, Analytics, Facebook Ads, Salesforce Sales & Marketing Cloud, and Microsoft Ads.
Salary, Benefits, & Perks:
At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:
Please note that benefits for teammates outside the U.S. may vary in accordance with their country’s laws and regulations.
- Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
- Paid Holidays – Invoca provides 20 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
- Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included.
- Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
- Stock Options – All employees are invited to share in Invoca’s success through stock options.
- Mental Health Program– Well-being support on a broad range of issues is available through our SpringHealth program.
- Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
- Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
- InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
- Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
- Position Base Range - $50,000-$65,000 / plus bonus or variable
DEI Statement
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.
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