Envoy protects the places the world relies on most by unifying people, spaces, and communications in one secure, integrated workplace management platform and ecosystem. More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations across every location.
From manufacturing sites and data centers to life sciences labs, healthcare facilities, and corporate headquarters, Envoy unifies visitor management, risk assessment, mailroom management, digital signage software, resource booking, and emergency management into one integrated platform.
With deep integrations across access control, identity, compliance screening, and collaboration tools—including LenelS2, Brivo, Genetec, Honeywell, Cisco Meraki, Okta, Microsoft Azure, Microsoft Teams, Slack, ServiceNow, DocuSign, Avigilon Alta, and Descartes Visual Compliance—Envoy helps organizations reduce risk, stay audit-ready, and operate with clarity at scale.
Learn more at envoy.com
The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel. This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams. The ability to thrive in a dynamic, fast-paced setting, maintain meticulous attention to detail, and effectively influence cross-functional teams is essential.
Working hours for this position are Monday - Friday with a start time of 11AM CDT, +/- 1 hour as needed. Envoy is currently in office 4x per week Monday through Thursday.
Own inbound customer communications via email and/or live chat from initial contact until resolution to make sure our customers – Envoy admins and/or their employees/visitors – are supported every step of the way; phone/screen-sharing support may be required.
Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs
Develop an encyclopedia of knowledge about how Envoy works - our customers need help troubleshooting a wide range of issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products so we need to be ready for anything.
Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing
Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team
Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team
Influence support processes and shape the tone of Envoy’s customer support on a team that spans time zones
Able to participate in a teamwide Sunday on-call rotation (2 hours in length) every 8-12 weeks
BA/BS degree required or equivalent experience
3+ years’ experience in a Customer Support/Experience function; hands-on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required.
Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
Experience with leveraging JIRA as an issue management platform to track and report on product issues
Experience with Intercom, Salesforce, Zendesk, or other CRM systems.
Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution
Outstanding technical communication - ability to explain complex challenges succinctly to both technical and non-technical audiences in primarily written channels. Exceptional verbal and written skills are essential.
Strong analytical, decision-making and problem-solving skills - you are adept at making informed decisions to effectively solve complex problems
Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail
Ability to establish and foster critical relationships with customers & cross-functional stakeholders
Self-motivated and able to work proactively; not afraid to take the initiative!
Basic to working knowledge of SQL
Basic knowledge of web development technology
Experience working with Enterprise customers to help resolve complex technical issues.
Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc).
Being bilingual is always a plus!
By applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.
Skills Required
- BA/BS degree or equivalent experience
- 3+ years experience in Customer Support/Experience with hands-on technical support
- Prior B2B experience supporting Enterprise Software or SaaS solutions
- Experience using JIRA for issue management
- Experience with Intercom, Salesforce, Zendesk, or other CRM systems
- Outstanding technical written and verbal communication skills
- Strong analytical, decision-making, and problem-solving skills
- Ability to multitask and work effectively in a fast-paced environment
- Ability to build relationships with customers and cross-functional stakeholders
- Self-motivated and proactive work style
- Ability to participate in a teamwide Sunday on-call rotation every 8-12 weeks
- Basic to working knowledge of SQL
- Basic knowledge of web development technologies
- Experience setting up and troubleshooting printers, network connectivity, and iPads
- Understanding of internet concepts (DNS, HTTP, TLS, certificates)
- Being bilingual
Envoy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Envoy and has not been reviewed or approved by Envoy.
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Healthcare Strength — Health coverage is described as fully paid for employees (and broadly covered for dependents), with dental, vision, and mental‑health resources included. This comprehensive coverage is presented as a standout element of the package.
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Parental & Family Support — Paid parental leave is provided alongside family supports such as Care.com access, subsidized backup care, fertility benefits, and a return‑to‑work program. These offerings indicate meaningful support for caregivers.
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Leave & Time Off Breadth — Flexible/unlimited PTO is offered, with a paid sabbatical available after longer tenure. Policies in this area are positioned as competitive for a mid‑size tech employer.
Envoy Insights
What We Do
Envoy’s workplace platform has redefined how companies welcome visitors, improve the onsite experience, book desks, and meeting rooms, manage deliveries, and access accurate and unified workplace data in 16,000 locations around the globe by designing products that solve common workplace problems. Envoy provides a simple way to manage your complex safety, security, and compliance needs across all your workplace locations—wherever you need to bring people together. Rely on smart, automated solutions to common workplace problems, like freeing up unused space and eliminating repetitive tasks. Not only does this allow you to make the most efficient use of your space and resources, it frees up your team’s time to focus on the work that matters. With Envoy’s intuitive technology that employees actually enjoy using, you can create a great workplace experience that fosters community and togetherness by making it easy for teams to coordinate working onsite. Unlike companies that offer disconnected workplace solutions and disparate (and often imprecise) data sources, Envoy’s platform provides accurate, comprehensive, and unified workplace data so you can make informed business decisions. Envoy’s integrated solutions pull data from multiple sources to ensure that you always have the most accurate data available. For more information, visit Envoy.com.
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