Support Specialist

About InvoiceCloud :  InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com .  Support Specialist InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, includingUSA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the BusinessIntelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AImaturity and responsible innovation. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com. Job Details We are seeking a highly skilled and customer-focused Support Specialist (Tier I) to support the Customer Success organization. This role serves as the first point of contact for customer support requests and plays an important role in delivering a positive customer experience by resolving Tier I issues, triaging customer inquiries, and ensuring timely escalation of more complex requests. The ideal candidate is proactive, organized, and committed to delivering exceptional service while collaborating across teams to maintain the high standards of responsiveness, professionalism, and operational excellence that define InvoiceCloud's culture. This position supports customers using the InvoiceCloud platform by helping them navigate the Biller Portal, understand InvoiceCloud products and services, generate reports, and perform approved system changes. Responsibilities also include documenting customer interactions, maintaining accurate case information and contributing to efficient issue resolution. Success Profile: This role is anchored in our company’s core competencies. These competencies reflect the mindsets and behaviors that define success in this role. Below is how each competency translates into meaningful impact and outcomes for this position.10 Fan Pier Boulevard, 4th Floor Boston, MA 02210. Takes Ownership  Serve as the first point of contact for incoming customer calls, consistently answering support inquiries and delivering professional, timely assistance while maintainingestablished service expectations.  Take ownership of incoming Tier I support tickets by accurately triaging requests,selecting appropriate case fields, documenting customer interactions, and ensuringissues are routed correctly when escalation is required.  Develop expertise in InvoiceCloud products, services, internal systems, the Biller Portal,Customer Portal, CRM, and Helpdesk through structured training, certification,continuous learning, and application of product knowledge to customer interactions.  Use approved AI-assisted tools to summarize customer interactions, draft supportresponses, and identify recommended next steps while validating all outputs foraccuracy, privacy, and compliance before communicating with customers. Customer-Centric  Deliver an exceptional customer experience by helping billers navigate the InvoiceCloudplatform, generate reports, understand product functionality, and perform approvedsystem changes that enable successful use of InvoiceCloud solutions.  Demonstrate sound judgment when determining whether customer issues can beresolved within Tier I expectations or require escalation to Tier II, ensuring customersreceive timely and appropriate support.  Build trust through clear, professional verbal and written communication whilemaintaining a customer-focused approach during every interaction.  Partner effectively with team members and managers to expedite ticket resolution,communicate emerging issues, and report widespread customer-impacting incidentspromptly to minimize disruption.  Participate in ongoing education, internal training, and continuous learning to improveproduct knowledge, enabling consistent, high-quality customer support and reinforcingcustomer confidence in InvoiceCloud solutions. Results-Driven  Meet established service expectations by answering at least 90% of incoming customercalls, efficiently triaging Tier I support requests, and maintaining accuratedocumentation within the ticketing system.  Progressively achieve operational performance milestones by resolving Tier I supporttickets independently, documenting all customer interactions, and meeting monthlyticket resolution goals as proficiency develops.  Complete required onboarding, internal certifications, product training, quizzes, andcontinuous education while applying newly acquired knowledge to improve customeroutcomes and operational effectiveness.  Monitor individual performance metrics, review weekly ticket statistics, andcontinuously improve productivity, quality, and consistency while maintaining attention to detail and adherence to established support processes.

Requirements

 Bachelor's degree.  Excellent written and verbal English communication skills.  Demonstrated ability to learn and become proficient in InvoiceCloud products andservices.  Strong customer-focused mindset with a commitment to delivering high-qualitycustomer service.  Strong interpersonal skills and attention to detail.  Self-starter with the ability to prioritize multiple tasks and achieve results as part of ahigh-performing team.  Excellent organizational, planning, and time management skills.  Experience using Microsoft Office applications. Preferred Requirements:  Experience using Salesforce.  Experience supporting payment processing within a SaaS environment. InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws. This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training. If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact jobs@invoicecloud.com . Click here to review InvoiceCloud’s Job Applicant Privacy Policy. For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employees, or any other company location. InvoiceCloud is not responsible for any fees associated with unsolicited submissions.