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Timely - Customer Support Specialist (Remote, UK)

DrChrono

DrChrono

Customer Service
United Kingdom · Remote
Posted on Thursday, May 30, 2024

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/

Timely has come a long way since our inception in 2011. We serve over 22,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. We’re part of the wider EverCommerce ecosystem, and exist to simplify and empower the lives of business owners.

We’re more than a software company, we’re creating a community to power the world’s most loved client experience. We’ve got big goals and we’re ready to achieve them 📈

This is where you come in! 👋

As a Customer Support Specialist you will work as part of a dedicated and focused global support team. You’ll deliver a fast, professional, high-quality and authentically human support experience to our customers. We will be there on the sidelines working together to cheer on our customers as they seek to master the Timely platform to make their businesses successful.

You will communicate by phone, email, chat and social media, and enjoy the challenge of delivering solutions over these channels. Confidence in live troubleshooting over the phone is a must, as the majority of our interactions take place via calls.

Putting your detective hat on to ask questions, investigate a problem and find a solution comes naturally to you. You are confident in navigating the ambiguity of not knowing all the answers, but using your troubleshooting and questioning skills to lead you to the cause of the problem.

Youʼll help identify opportunities to demonstrate additional value of the Timely platform to our customers and don’t settle for the status quo; you focus on continuous growth and look for ways to improve how we can deliver support at Timely.

You understand what it means to go the extra mile and empower our customers to use technology everyday to run their businesses. As a team, we understand that we succeed by working together, using our initiative and learning from each other.

This role will help Timely achieve its goals 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.

  • Triaging the email support mailbox when required

  • 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.

Success in this role looks like: (KPIs / OKRs) ⭐️

  • Your responses to our customers will be fast, friendly, thoroughly investigated and well thought out.
  • You contribute to a motivated and focussed team culture.
  • You can seamlessly translate technical jargon into everyday language for our customers.
  • You’re up to date and well informed on the latest features of Timely and what technical developments are coming.
  • You hit your support-specific KPIs (such as CSAT, Full Resolution Time) as outlined by the Support Team Lead ANZ.

What you will need 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.

Self assurance & Resilience

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.

Rapport building

Can build trust quickly with customers over all support communication channels.

Initiative

You’re self-motivated and always work with a strong sense of urgency

Great communication

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

Team player

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 peers; encourages collaboration; can be candid with peers.

A note on our values and culture

Across the Wellness Group and EverCommerce, our values are central to our business and are deeply embedded in how we operate as a team. The behaviours behind our values underpin the way we work.

Be Kind

We treat people with kindness, dignity and respect. This is non-negotiable and includes communicating with transparency and honesty, with both positive and constructive feedback.

Succeed Together

We are united as one company—we win as a team, fail as a team, and grow as a team. Our belief is that teamwork makes us better. We collaborate and empower each other. We listen openly to feedback and work together for shared success.

Value Diversity & Create Belonging

We embrace diversity, equity, inclusion, and belonging. We recognise this fuels innovation, enables learning, and enriches experiences for our people, our customers, and the communities we serve. We value and respect different backgrounds and perspectives. We hold space for others to share their experiences in a safe environment. We encourage the open expression of diverse ideas and opinions, regardless of someone’s job title.

Focus on Continuous Growth

We are motivated to grow ourselves professionally and personally and never stop learning. We cultivate an environment of continuous learning. We are motivated to develop new skills, seek out feedback, reflect and use initiative to improve.

Work Flexibly with Accountability

Our team is empowered to work in the environment that best suits them, whether that is working remotely or from an office. When you work and how you work is flexible - accountability is not flexible. We stay accountable to our team and ourselves, taking ownership over our work, whilst focusing on outcomes not outputs. We can adapt and prioritise to ensure we get things done. We’re mindful of how we communicate when we are flexing time to our team, through posting in channels or using Slack statuses to show when we are away from our desk.

Thrive in Change

Change is constant.. It’s about seizing the moment, rolling with the punches and jumping at every opportunity that comes our way. We welcome new ideas that push us out of our comfort zone and understand that without change, nothing gets better. Change can be scary but by thriving in it, we can benefit from the new opportunities and experiences it brings.

Empower Our Customers

Our customers are at the heart of the decisions we make and the actions we take. We go above and beyond to ensure our products and services deliver outcomes that continually improve, simplify, and empower the lives of our customers. When our customers succeed, so do we.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!