EverWell - Regional Support Team Lead AU - (Remote, Victoria) at EverCommerce

Australia

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries. 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://careers.evercommerce.com/us/en About the company Timely and SalonBiz serve over 30,000 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. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry. We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. We’ve got big goals and we’re ready to achieve them. This is where you come in! Our Regional Team Lead is responsible for ensuring that our customers experience a world class level of Support in the ANZ region. You will lead day to day operations in their region and ensure the support team provides exceptional customer service through their leadership. This means leading and coaching empathetic, professional support people to ensure an optimal culture as well as processes and tooling, so that customer support can be delivered with world class care, professionalism and responsiveness What you'll do. Lead and coach direct reports to continually enhance and improve the customer experience and strive to exceed Key Support metrics. Assisting the ANZ Team Lead to continually optimise Support Operations and improve Key Customer Metrics through development and execution of team level initiatives. Embody and coach direct reports to the values of EverCommerce, Timely’s Vision and Customer Supports mission through your Leadership. Running the day-to-day operations of the support team inspiring and motivating direct reports to meet and exceed Key Support and performance metrics set by Support Leadership. Owning and optimising the Help Centre to deliver an exceptional self-service experience by governing daily operations and collaborating with stakeholders to ensure accurate and impactful resources for customers. Manage customer escalations from direct reports to resolve complex customer scenarios, build trust and prevent churn. Monitor direct report and wider regional team performance taking quick action on areas that require escalation with the ANZ Team Lead. What you will need to be successful. Strong background in Customer Support, ideally in a SaaS environment (experience in the Beauty/Hair industry is a bonus). Demonstrated success in providing excellent customer experiences and managing escalations to resolve complex support needs. The ability to make thoughtful decisions that balance the needs of the team, customers, and the wider business. Strong communication and interpersonal skills, with the ability to build trust and collaborate effectively. Highly organised, with excellent prioritisation and problem-solving skills. A strong understanding of Customer Success and/or Support processes and methodologies. A growth mindset, with the motivation to step into leadership responsibilities and develop leadership capability over time. 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 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. 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. 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! This role is full time, permanent and can be based anywhere in Victoria, Australia 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. 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! EverCommerce is bringing together best-of-breed commerce solutions in the service sector, forming one service commerce platform that improves go-to-market strategy for technology companies and simplifies the software-buying process for business owners. Our team has extensive expertise in business operations, management, legal, finance, accounting, technology human resources, marketing and sales that, via the EverCommerce platform, we provide as a service to drive continued growth and success for service commerce companies. Our ecosystem enables companies to thrive in an environment of shared knowledge and resources with significant cost saving.