Customer Support Specialist

Job Description

Job Description

Why Ivo?

Contract negotiation is the most time-consuming, costly, and difficult component of the contract lifecycle—and it hasn’t gotten much easier since the days of fax machines.

Large language models have unlocked the ability to solve many contract negotiation problems at scale. Our product is best-in-market (with an ~80% trial win rate) and rapidly embedding itself into the lives of its users.

Overview :

We’re looking for a Customer Support Specialist to join our team and help build and grow our customer support function. The Customer Support Manager will be responsible for managing our help desk, responding to tickets from customers, analyzing and monitoring customer health through our support analytics and building a comprehensive support and knowledge base for customers.

This role will be our first dedicated customer support role and you will have input into our strategy as we build out this function.

Key responsibilities may include :

• First line of defense and key point of contact for customers via our support system, including by managing, responding to and triaging tickets and emails from customers, liaising with internal teams to manage support requests and escalating issues where appropriate.
• Managing our knowledge base and support articles, including drafting and updating articles and sending regular updates to our customer base.
• Analyze and report on key metrics to identify key trends and drive continuous improvement in our support system.
• Monitor and report on customer health through metrics available in our support systems.

Ivo might be a good fit for you if you :

Compensation and benefits

FAQ :

We launched mid-2023. Since then, we’ve had an incredible response from the market and are growing rapidly. Our clients include companies like Canva, Quora, Pinterest, Zapier, Eventbrite, WordPress and many Fortune 500s. We successfully raised our Series A, led by Costanoa Ventures, with participation from Fika Ventures, Uncork Capital, NFDG, Blackbird VC, GD1, and Phase One Ventures. It brings Ivo's total funding to $22.2 million, following early backing from Daniel Gross and a $4.8 million seed round led by Fika Ventures and Uncork Capital. We’re happy to share more details with candidates who go through our interview process.

We require candidates to work with us in-person 5 days a week in our San Francisco office.