EverWell - Customer Support Specialist (Remote, UK)

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!

As a Customer Support Specialist for Timely, you’ll be part of our global Support team, helping our customers get the most out of Timely and ultimately helping their businesses thrive.

You’ll support customers across phone, email, chat and social, combining great communication with plenty of curiosity and problem-solving. You’ll be comfortable troubleshooting live with customers, asking the right questions and digging into problems even when the answer isn’t immediately obvious.

Most importantly, you’ll bring an authentically human approach to every interaction, working alongside your team to continuously improve how we support and empower our customers.

What you’ll do

• Deliver fast, friendly and high-quality customer support across phone, email, chat and social media.
• Investigate and troubleshoot customer issues, finding the right solution even when the answer isn’t obvious.
• Help customers get more value from Timely and confidently use our platform to run their businesses.
• Build genuine relationships and deliver an authentically human customer experience.
• Look for ways to continually improve how we support our customers.
• Collaborate across Timely to solve problems, share knowledge and deliver great customer outcomes.

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 UK.
• 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. 

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 uses approved artificial intelligence (“AI”) tools to support its business operations. Employees are encouraged to use authorized AI tools, when appropriate for their roles, to improve efficiency, quality, and innovation. All AI use must comply with company policies, including requirements concerning confidentiality, data security, intellectual property, accuracy, and human review. Employees remain responsible for reviewing and validating AI-assisted work.