Technical Support Manager, Customer Success

  • Full-time

Company Description

Invoca helps the modern marketer drive inbound calls and turn them into sales. Our platform delivers the inbound call intelligence required for marketers to optimize customer engagement and sales beyond the click. From attribution to intent, marketers gain a complete understanding of the customer’s journey across digital, mobile and offline touch points so they can optimize their marketing spend, drive quality inbound calls and deliver a better customer experience.

Invoca is successful because of our people, whom we consider world class. We are all dedicated to building a great company and product while providing growth opportunity and learning for all of our dedicated team members. We are different, we are innovative, we are customer focused and dedicated to winning. 

We are here to...

  • Develop outstanding and innovative technology, as the means to solve our customer's problems.
  • Win by playing fair. We challenge ourselves to be the best and do what it takes to triumph, without compromising our integrity.
  • Consistently exceed our customer's expectations. We strive to deliver the best possible customer experience, from the smallest detail to the largest deal.
  • Have fun. We're in this for the long haul, so we better love what we do and enjoy doing it together.

Join us and add to our culture, we seek your input and contribution to our success.

Job Description

As the Technical Support Manager, Customer Success you will be responsible for providing frontline customer support for our industry leading call intelligence platform. Working closely with our awesome Customer Success Managers, and in collaboration with our Tech Solutions, Partner Integrations and Production Support teams, you will develop and deliver best-in-class support to our growing list of Enterprise and Fortune 500 customers. The ideal candidate is experienced in providing customer support for a cloud-based technology company. Attention to detail, strong communication skills, and a customer-centric orientation are required. 

Responsibilities:

  • Promote a “customer first” environment at all times.
  • Become an Invoca platform domain expert.
  • Bring customer support best practices, processes and solutions to Invoca, continuing to raise the bar for our best-in-class customer support initiatives.
  • Proactively research, troubleshoot and escalate potential support issues.
  • Adhere to Invoca’s workflows, ticketing system and team schedules to ensure customer SLAs are met.
  • Develop appropriate email templates, chat responses, phone agendas and best practices for timely responses that delight customers.
  • Contribute to team goals for customer retention, growth and satisfaction.

Qualifications

  • A minimum of 1 year experience in a customer-facing support role.
  • Knowledge and experience using and supporting APIs and JavaScript required.
  • Strong organizational and analytical skills. Attention to detail.
  • Critical thinking and proven complex problem solving skills required.
  • Customer-first mentality; ability to empathize and build customer loyalty.
  • Four year engineering or technical degree, or equivalent required.
  • Background in HTML, JavaScript or Ruby on Rails a plus.

Additional Information

Invoca Offers:

  • Competitive salary and performance compensation
  • Stock options in a fast-growing company
  • Excellent medical benefits and paid time off
  • 401K plan with company matching
  • The chance to work closely with a management team with big wins under its belt
  • Be part of dynamic team 
  • If you’re a smart, motivated, high-integrity rock star, come join our team!

To all recruitment agencies not contractually engaged with Invoca: Invoca does not accept agency resumes. Please do not forward resumes to our jobs alias, Invoca employees or any other company location. Invoca is not responsible for any fees related to unsolicited resumes.