Full-Time

Customer Advocate

Tier 1 Support

Posted on 5/10/2023

InVision

InVision

201-500 employees

Online whiteboard for real-time collaboration

Junior, Mid, Senior

Remote

Requirements
  • You're an empathetic and clear communicator who strives to delight customers in every interaction - strong written and verbal communication skills are a must
  • You're a curious problem-solver who genuinely relishes troubleshooting
  • You've got a strong sense of ownership and seek out opportunities to proactively address problems before they escalate
  • You love to teach, and in order to do that well, you're also eager to learn as much as you can
  • You have a related customer support, community moderation, or account management experience, preferably in a SaaS B2B setting
  • You're flexible, resourceful, love having many irons in the fire, and have the skills to stay organized and on top of it all
  • You're located in the UK or North America are are able to work a 40 hour work week M-F to provide support for our customers
  • The hours for this role are 5am to 2pm EST (10am to 7pm GMT)
  • Prior knowledge of design tools (InVision, Sketch, Adobe XD, Figma) are a plus
Responsibilities
  • Provide thoughtful support to those of varying technical fluencies via email, phone, live chat, social media, community moderation, video conferencing, and internal channels
  • Diagnose and troubleshoot technical issues
  • Answer product, account, and billing related questions
  • Assist with sales and account management related processes
  • Compare, analyze, qualify, and escalate customer requests to appropriate teams or individuals
  • Think on your feet, learn a complex product inside and out, and discover creative methods to resolve customer issues
  • Advocate for ways to improve the customer experience in our product and processes
  • Cross-functional project work that may include: developing and maintaining macros and documentation, developing training to prepare for new feature releases, assisting with customer outreach, and other projects that would benefit our customers and Go to Market team
Desired Qualifications
  • You're able to use MacOS, have experience with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk experience is a plus)
  • Previous experience of working in a fully remote environment is a plus

InVision operates in the digital collaboration tools sector with its main offering, Freehand, which is a comprehensive online whiteboard utilized by major clients such as American Express, Adidas, Boeing, and Netflix. This tool supports both real-time and asynchronous communication and project management, enhancing productivity and teamwork across organizations. The company is noted for its strong emphasis on enhancing collaboration, making it a prime environment for individuals who thrive in innovative, team-centered workplaces.

Company Stage

Series F

Total Funding

$301.2M

Headquarters

New York, New York

Founded

2011

Growth & Insights
Headcount

6 month growth

-17%

1 year growth

-35%

2 year growth

-51%

Benefits

Monthly allowance to support every aspect of living your best remote life, including: coffee, snacks, or lunch; a trip to the spa, salon, or barbershop; house cleaning; or groceries

Monthly wellness reimbursement

New hire home office budget with a refreshed home office budget after two years for an office chair, desk, or other equipment

Annual funds towards self-development, including relevant books, magazines, memberships, and subscriptions

Free Headspace account

Parental leave

Fertility care and support

Reimbursement for nursing-related costs during business travel

Family caregiving support

Peer recognition budget

Charitable donation matching

Flexible paid-time off

INACTIVE