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 Customer Support Specialist to support our Timely customers with using the Timely software and products, so they can focus on their passion over admin. This is a fixed term role for 12 months.

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 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 our 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.

Responsibilities:

Problem Solving

• 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.

Support our customers growth journey

• 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.

Product knowledge

• Continuously upskilling yourself on how the Timely product works.

Team work

• 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.

Skills and Experience needed to be successful:

• 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.

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, fixed term for 12 months and can be based anywhere in New Zealand.

• You must be legally entitled to work in 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.