About Invoca:

Invoca is the industry innovator in AI and machine learning-powered Conversation Intelligence technology. Forrester Research identified Invoca as a Leader in The Forrester Wave™: Conversation Intelligence: Sales And Marketing, Q4 2021 report, stating that "Invoca is one of the few established conversation intelligence vendors that can legitimately claim AI capabilities."

With over 300 employees, more than 2,000 customers, and nearing $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company, having raised over $100 million from Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.

At Invoca, we live by our four core values:

• Figure it Out: we take ownership of our work and are given the freedom to blaze our own trails.
• Help Each Other Thrive: we foster an inclusive and humble culture that allows us to build value for both our customers and our people.
• Continuous Improvement: we challenge the status quo every day to develop creative solutions that make our products better and our customers more successful
• Light the Customer’s Way: we don’t just sell a product or turn on a service; we are partners and trusted advisors who support and invest in our customers and their success.

If these values resonate with you, we encourage you to come join us - we are building something special.

About the Role:

We have an opportunity for a Manager of Customer Support to build and scale a world-class Customer Support team. The ideal candidate has a strong passion for customer support, previous experience and leading a team, comes from a strong background in managing teams that support multiple customer segments, and thrives in a fast-paced environment.  He/she/they will Identify opportunities for continuous improvement including evolving processes, reporting, and engagement delivery to scale across all customer support engagements including our community and inbound web and phone requests. Working across the business, this leader ensures cross functional collaboration, with Services, Onboarding, Enablement, Customer Experience, Product/Engineering, and Business Operations.

The Manager of Customer Support will enhance the support experience of Invoca’s Active Conversation Intelligence platform across customers through proactive and reactive engagement, continued education via our support community and knowledgebase, and advocating customer feedback with Product to expand product capabilities. Finally, this role will work collaboratively across the broader Invoca business and a successful candidate will have the skillset to develop trusted customer relationships, influence business priorities, and be a thought leader for Invoca, the market and our customer base.

You Will:

• 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

You Have:

• 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

Salary, Benefits & Perks:

Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our offerings:

• 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 Compassionate Leave, 3 days volunteer time and more.
• Healthcare - Invoca offers a health care program that includes medical, dental and vision coverage. There are multiple plan options to choose from so you can make the best choice for yourself, partner and 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 six weeks 100% paid leave for baby bonding, adoption, and caring for family members
• Paid Medical Leave - Invoca offers up to twelve weeks 100% paid leave for childbirth and medical need
• Sabbatical - We thank our long-term team members with an additional week of PTO along with a bonus after 7 years of service.
• Wellness Subsidy - In further support of your well-being, Invoca provides a wellness subsidy that can be applied to a gym membership, fitness classes and more.
• Position Base Range - $95,000.00 - $125,400.00/ plus bonus potential

DEI Statement

"Our company is committed to creating a culture that is not only grounded in continuous learning, teamwork, and customer success, but is fair, equitable, and welcoming for everyone." - Gregg Johnson, CEO

And to us, diversity, equity and inclusion means more than treating current employees well and making them feel welcome. It also means hiring people who bring different insights because of their unique demographics, ways of thinking, and prior experiences.

We intend to continue hiring great people and protecting our culture so everyone can be themselves and speak their minds. That way Invoca will always be a place filled with laughter, positivity, thoughtfulness and respect.

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.