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Manager – Customer Support
Posted on 12/16/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Salesforce
Communications
Requirements
  • BA or BS required
  • A minimum of 3 years of experience managing a Support organization within a SaaS company (or managing Support teams with a similar B2B customer-base)
  • Success in leading technical, customer-facing teams with a focus in Customer Support or Customer Experience
  • Strong communication skills, and permanent focus on ensuring the success of external and internal customers
  • Success in coaching/mentoring entry-level employees and creating achievable goals and career paths
  • Ability to work effectively within teams and build relationships that cross different groups within the Invoca organization, as well as in an independent fashion
  • Hands-on experience with managing teams who operate out of Salesforce Service Cloud preferred
Responsibilities
  • Foster a culture of engagement, excitement, and affiliation that drives high performance and employee happiness. Hire, develop, and provide leadership and direction to a team of customer support representatives
  • Ensure the team is fully staffed, trained and deployed to fulfill the daily demands of the Invoca customer base. Support individual and team KPIs, manage performance, and establish career path opportunities for team members
  • Identify and lead process improvements to drive a consistent, scalable, priority-driven approach to new customer support that accommodates a variety of customer segments and SLAs
  • Be a voice and face of the Customer Support group by meeting virtually and/or face-to-face with our customer base to understand/mitigate escalations if they occur and drive a path to resolution
  • Identify team knowledge gaps and deploy solutions for elevating individuals to allow us to provide an even better support experience
  • Coach entry-level customer support representatives on how to best handle different types of customer communications which includes both written and verbal communication
Invoca

201-500 employees

Conversation intelligence marketing platform
Company Overview
Invoca‘s mission is to bring the depth of marketing analytics traditionally limited to digital consumer interaction. Invoca is the cloud leader in AI-powered conversation intelligence for revenue teams that enables marketing, sales, customer experience, and eCommerce teams to understand and immediately act on the information consumers share via conversations.
Benefits
  • PTO
  • Medical, dental, & vision coverage
  • Mental well-being & EAP
  • Paid family/medical leave
  • Invacation (sabbatical)
  • Wellness subsidy
Company Core Values
  • Figure it out
  • Continuous improvement
  • Light the customer's way
  • Help each other thrive