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.
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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.
