Customer Support Specialist

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 Manager 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 systemMonitor and report on customer health through metrics available in our support systems.

Ivo might be a good fit for you if you:

• Have 2+ years of experience in customer support or customer-facing roles.
• Experience in the legal industry is a bonus
• Have outstanding communication skills, both written and verbal
• Have a "do what it takes" attitude. You're willing to dive into problems and solve them yourself and you’re excited about working under pressure in a fast-paced environment
• Are excited about the adventure of building a company and want to be part of something early-stage
• Would describe yourself as being relentlessly resourceful
• Have a strong internal sense of urgency. You have a bias towards doing things today, rather than tomorrow
• Are excited about the chance to work five days in office - our team is primarily based in an office in downtown San Francisco and this role requires the successful candidate to work with us in-person 5 days a week in that office.

Compensation and benefits

• Competitive Compensation: We offer competitive salary and equity packages. The USD salary range for this role is $80 - $95K (excluding equity). Final offer amounts are determined by multiple factors, including experience and expertise, and may vary from the amounts listed above.
• Relocation and Visa Support : We also offer relocation assistance for successful applicants moving to SF, as well as support for visa and green card applications where applicable.
• Medical benefits: Comprehensive medical, dental and vision plans to suit the needs of you and your family.
• Unlimited PTO: So you can take the time you need to recharge, stay healthy, and bring your best self to work.
• Office extras: Generous office space in Downtown San Francisco, with snacks, coffee, a dedicated exercise / work-out space and regular team building events and activities.

FAQ:

• What stage of growth is Ivo at?

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.

• Can I work remotely?

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