EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and the Wellness industry, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

About us.

Timely and SalonBiz serve over 24,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. We offer SaaS solutions to a variety of customer sizes and types within the beauty industry, and we’ve got big goals and are ready to achieve them.

This is where you come in! 👋

The core purpose of the Customer Support Specialist is to exemplify Timely and EverCommerce values, and will help us achieve our goal of simplifying and empowering the lives of business owners by:

• Demonstrating how we empower our customers every single day by being available via phone, email, chat and social media, and responding quickly with optimal solutions.
• Providing authentically human, friendly and professional interactions with our customers every time.
• Employing your investigative skills and initiative to troubleshoot and tackle the toughest of customer issues.
• Looking for opportunities to demonstrate additional value of the Timely platform to our customers.
• Never settling for the status quo by looking for opportunities to improve how we deliver support at Timely.
• Working cooperatively with each other and other Timely teams to deliver the best platform and customer care.

What You’ll Do:

• You’ll help solve our customers’ problems by answering inbound queries through phone, email, chat, and social media using your strong eye for detail. Using your technical know-how and initiative to investigate and troubleshoot issues, while building up a rapport with our customers and delivering an excellent level of service that they can expect from every engagement with Timely.
• Helping prepare educational material for our customers.
• You’ll help expand revenue from our wonderful customers by demonstrating the value of Timely, ensure that they make the best use of our software and retain their own customers.
• Working collaboratively with the Sales and Success teams to support the customer in their onboarding journey.
• Continuously upskilling yourself on how the Timely product works.
• Contributing as part of the wider team to achieve organisational objectives even if this means doing things that are not strictly within the scope of your role.
• Covering statutory holidays, weekends and evenings to ensure support capacity as a matter of course.

What You’ll Bring:

• You have technical support experience at another SaaS company - and if you have experience in the beauty and wellness industry then even better!
• You're a naturally gifted communicator with confidence in resolving issues live over the phone and have outstanding writing skills.
• You're able to translate tech language into plain English.
• You handle stressful situations with clarity, compassion and great judgement.
• Your natural working mode is proactive, quick, precise and empathic. You love investigating problems and delivering solutions and value to customers.
• You thrive without micromanagement and are comfortable with rostered work hours to support customers over the phone.
• You have experience with contemporary support software such as Zendesk and productivity apps such as Slack.

What Makes You successful:

• Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyses both success and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Bounces back quickly after a setback.
• Can build trust quickly with customers, team members and stakeholders across Timely.
• You’re self-motivated and always work with a strong sense of urgency demonstrating leadership in everything you do. You look for ways for Support to improve our customer experience, and drive work that will contribute to our mission. You go above and beyond when required.
• You’ll be a naturally gifted communicator with outstanding writing skills, who can seamlessly translate complex technological language into plain English. You appreciate writing that is clear and succinct. Your listening skills are second to none and you have strong attention to detail.
• Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of Leadership and peers; encourages collaboration; can be candid with peers.

Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Why join us?

At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year.

We trust our team to work where they are the most productive. You’ll have the flexibility to work from home or the office. We have office space in Auckland, Wellington & Dunedin and provide a high-spec home office set up.

We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.

• This role is full time, permanent and can be based anywhere in Australia or New Zealand.
• You must be legally entitled to work in Australia or New Zealand.
• Applications close when we find the right person!

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences.