Customer Support Specialist

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.
 

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. 

What you'll do

• 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.

• You'll 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 every day to run their businesses. As a team, we understand that we succeed by working together, using our initiative and learning from each other.

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.

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 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 the Victoria.

• You must be legally entitled to work in Australia.

• 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.