Customer Advocate, InVision
Tier 1 Support
More information about location
Visual collaboration platform
Job no longer available
Visual collaboration platform
501-1000 employees
Job no longer available
More information about location
501-1000 employees
Company mission
To empower every company to create market-leading digital products via their design platform that provides everything, including intuitive tools for ideation, design, prototyping, and design management, all in one place.
Role
Who you are
- 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)
- 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)
- Prior knowledge of design tools (InVision, Sketch, Adobe XD, Figma) are a plus
- Previous experience of working in a fully remote environment is a plus
What the job involves
- 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
Our take
There's a fundamental shift to digital, as customers are interacting with brands more and more from behind a screen. Companies have therefore recognized the importance of enhancing the customer’s digital experience, and this helped InVision amass an impressive list of clients.
InVision originally started off as a prototyping tool where the digital designs would look and feel like the real thing. Executives, the marketing team, and others could consequently weigh in on the design without it actually being built by the engineering team, in turn increasing efficiency and reducing time to market.
Since then, InVision further improved its offerings, by providing a collaboration platform where every member of the team can be involved in the design process.
To stay competitive, InVision bridges itself to other design software such as through integrations with Atlassian and acquisition of design file versioning technology company, Trunk. This allows them to offer a comprehensive suite of features all in one place.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Dec 2018
$115m
SERIES F
Nov 2017
$100m
SERIES E
Total funding: $349.1m
Company 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
- ...and so much more
Company HQ
Rose Hill, New York, NY
Leadership
Ben Nadel
(Principal Engineer)Previously Chief Software Engineer and a Web Application Developer at the company Epicenter Consulting and CTO at Nylon Technology.
Clark Valberg
(CEO)Worked as Senior Web Developer at uTrax Corp and also co-founded Epicenter Consulting.
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