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 Fitness & Wellness industries, 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/

We are looking for a UK Customer Support Team Lead super star to drive our UK Support team to deliver an exceptional customer experience, optimize customer outcomes and ensure high customer satisfaction for our customers when using the Timley software and features so they can focus on their passion over admin!

Timely and SalonBiz serve over 24,000 customers in 100 countries. We provide booking and client management software and are on a mission to build the leading platform for beauty professionals. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry. Our software helps business owners take control of their calendar, make more money and deliver amazing experiences that keep their clients coming back.

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

• Leading the team to deliver world class customer experience by responding to customer queries with empathy, quality and speed.

• Foster a team environment in which support staff are enthusiastic about their work and derive value and satisfaction from helping our customers everyday and contributing to organizational success.

• Identifying key customer feedback to the appropriate teams and stakeholders to improve the customer experience, Timely platform and features.

• Contributing to a consistent and aligned support experience worldwide.

Responsibilities:

Lead the Team

• Lead and manage Timely’s UK customer support team to operational excellence - keep team and wider team engagement high and ensure wider Support Function SLA’s are met

Customer Retention

• You’ll help expand revenue from our wonderful customers by driving your team to continually demonstrate the value of Timely, ensuring that they make the best use of our software and retain their own customers.

• Monitor CSAT and other metrics to take remedial action as required and work collaboratively with the Sales and Success teams.

Product knowledge

• Develop a deep understanding of the Timely product, stay abreast of product development and ensure the team is up to date with the latest functionality and help content.

Team work

• Work closely and align to the other Support function team leads in areas such as team initiatives, wider team operating model and team wide culture and engagement practices

• Contribute as part of the wider Support team function to achieve organisational objectives even if this means doing things that are not strictly within the scope of your role.

Desired Skills and Experience needed to be successful:

• Operational Leadership and technical support experience at another SaaS or similar company of at least 2 years

• Some project management skills are desirable and experience in creating and executing team level initiatives

• Able to monitor, track and report on key team metrics to Senior management ad take swift remedial action involving your counterparts and stakeholders

• Take a continuous improvement approach and use intitive to uplift, create and maintain team wide procedures, systems and ways of working

• You handle escalated 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, Sales Force and productivity apps such as Slack.

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 and we 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 is based anywhere in the United Kingdom.

• You must be legally entitled to work in the UK.

• 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.