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Timely - Customer Support Specialist (Remote, Australia)



Customer Service
Australia · Remote
Posted on Thursday, August 31, 2023

Timely has come a long way since its inception in 2011. We're a booking and client management software, who want to make life better for people in the hair and beauty industry. We serve over 55,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Our software helps business owners take control of their calendar, make more money and deliver amazing experiences that keep their clients coming back.

In 2021, we were thrilled to join forces with EverCommerce, a US-based leading service commerce platform who offer a suite of integrated SaaS solutions to over 600,000 customers globally. 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.

📫 Weʼd love to hear from you if…

  • 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?

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 South Yarra, Melbourne 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.

📑 The nitty gritty

  • This role is full time, permanent and can be based anywhere in VIC or NSW.

  • You must be legally entitled to work in Australia.

  • The interviews for this role will total around 2.5 hours including a home task.

  • Applications close when we find the right person!

🎉 Ready to apply?

People join us because they want to belong to a company that walks the walk and actually puts their people first. Sounds good to you? Don’t wait any ‘Apply’ and let’s chat!

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats.

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!