Senior Customer Support Representative - Tier II

About Invoca:

Invoca is at the forefront of the revenue execution platform market, using sophisticated AI to connect digital marketing with sales teams and optimize the entire buying journey. As a profitable, high-growth company with over 300 employees, 2,000+ customers, and $100 million in revenue, we're building a world-class SaaS organization. Backed by over $184 million from top-tier venture capitalists like Accel and Salesforce Ventures, this is an opportunity to join a stable, innovative leader with a clear trajectory for continued success.

The Invoca Customer Support team is more than a help desk; we are the trusted partners and technical experts for our diverse user base. We believe in proactive, clear, and empathetic communication, meeting our customers where they are. Our culture is built on ownership, relentless improvement, and deep collaboration across departments. We don't just solve tickets—we empower our customers to unlock the full power of the Invoca platform, driving their success and turning them into advocates.

We are looking for a Senior Customer Support Representative to be a cornerstone of our Support organization. This isn't just about answering questions; it's about being the escalation point, the mentor, and the expert problem-solver who empowers both our customers and our team. You are the go-to resource when the path isn't clear, using your deep product knowledge and technical curiosity to tackle the most challenging issues. You'll thrive here if you are driven by achieving success with precision, thoroughness, and a passion for turning complex problems into simple solutions.

Champion Customer Success:

• Manage and resolve inbound support requests from our clients with exceptional quality and efficiency.
• Empower users by conducting clear, thorough, and engaging product training sessions via phone and web conference.
• Own and resolve escalated Tier 2 cases, acting as the lead investigator for complex customer challenges.
• Ensure continuous client support by participating in a rotating schedule for off-hours assistance.

Elevate the Team and Our Knowledge:

• Act as a leader and mentor for the Tier 1 support team, providing guidance, joining escalated calls, and facilitating internal training.
• Create, review, and maintain pristine knowledge base content, ensuring our documentation is a powerful resource for all technical abilities.
• Be a valuable resource by documenting edge cases and providing backup for queue and on-call management.

Drive Product and Process Excellence:

• Serve as a key partner to Customer Success Managers and internal teams, ensuring seamless collaboration to resolve customer issues.
• Actively participate in quality assurance (QA) testing for new products, providing critical feedback to ensure a flawless customer experience.
• Quickly diagnose the root cause of customer problems, leveraging your familiarity with the common systems Invoca integrates with.
• Demonstrate leadership by remaining calm under pressure, adapting solutions on the fly, and independently leading projects with tangible deliverables.

• Proven Experience: 2+ years in a customer-facing support role (email and phone), where you have demonstrated success and a desire for growth.
• Customer-Obsessed Mindset: A genuinely positive outlook and a passion for helping clients succeed every single day.
• Deep Sense of Ownership: The ability to manage multiple high-priority cases with meticulous attention to detail.
• Exceptional Communication: Strong interpersonal skills with excellent written and verbal communication abilities.
• Technical Aptitude: Proficiency in Microsoft Excel, and a solid understanding of APIs and SQL. You are comfortable creating and updating clear technical documentation.
• Collaborative Spirit: You are a team-oriented individual who thrives on helping colleagues succeed by providing constructive feedback and technical assistance.

Bonus Points For:

• Hands-on experience with CRM platforms and enterprise software support.
• The ability to confidently read and troubleshoot JavaScript.
• Experience with digital marketing tools like Google Ads, Google Analytics, Facebook Ads, Salesforce (Sales & Marketing Cloud), and Microsoft Ads.

This role is remote and open to candidates located in the United States and Canada only. Please note that we are unable to provide visa sponsorship for this position.

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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