Senior Customer Support Representative

Posted Jan 28

About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 400 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

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 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.
  • Monitor inbound phone calls for prompt assistance and resolution.
  • 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.
  • Possesses a positive outlook and real passion for assisting clients every single day
  • Detail oriented with and excellent interpersonal skills
  • Strong written and verbal communication skills
  • Proficient in Microsoft Excel
  • Proficient in APIs and SQL
  • + A team oriented individual who has a desire to help their colleagues succeed by providing constructive feedback and acts as a resource prior to escalating to tier 3 teams (PS)

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:

Teammates begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:

  • Paid Time Off - Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy starting at 20 days off for all full-time employees. We also offer 15 paid holidays, 10 days of Compassionate Leave, days of volunteer time, and more.
  • Healthcare - Invoca offers a healthcare program that includes medical, dental, and vision coverage. There are multiple plan options to choose from. You can make the best choice for yourself, your partner, and your family.
  • Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
  • Stock options - All employees are invited to ownership in Invoca through stock options.
  • Employee Assistance Program - Invoca offers well-being support on issues ranging from personal matters to everyday-life topics through the WorkLifeMatters program.
  • Paid Family Leave - Invoca offers up to 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
  • Paid Medical Leave - Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs.
  • Sabbatical - We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service.
  • Wellness Subsidy - Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more.
  • Position Base Range - $26.44 to $32.69 Salary Range / plus bonus potential
  • Please note, per Invoca's Covid-19 policy, depending on your vaccine verification status, you may be required to work only from home / remotely. At this time, travel and in-person meetings will require verification. This policy is regularly reviewed and subject to change at any time.

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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