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Timely - Customer Operations Specialist (Remote, Australia or New Zealand)



Customer Service, Operations
Multiple locations
Posted on Friday, September 22, 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 20,000 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 the Customer Operations Specialist you’ll get stuck in and evolve how we deliver world class customer experiences across our Support and Success teams.

The core purpose of the role is to improve the efficiency and effectiveness of our customer facing teams. You will be instrumental in enabling these teams by understanding their strategic direction, then creating and executing operational roadmaps that support strategic initiatives through a scalable combination of insights, systems, processes, workflows and tools.

You’ll oversee the customer facing tech stack, maintaining and optimising our existing tools and systems while planning for future needs. By establishing and monitoring key metrics, you’ll understand current performance and be able to effectively measure the impact of your initiatives.

This role reports to our Revenue Operations Lead and partners closely with the Support, Success and Data & Insight teams.

📫 We’d love to hear from you if you have…

  • Proven experience working in Support or Success (3+ years) - experience in Operations teams is a plus

  • Proven ability of enabling customer facing teams through best practice business improvement practices, processes, workflows, systems and tools

  • Proven ability to drive business improvements by recommending data-driven action plans and collaborating with a diverse cross-functional team to deliver them on time, and on budget

  • A future focussed mindset, proactively presenting opportunities to enhance operations and ultimately the customer experience

  • Strong collaboration, stakeholder management and business partnering skills

  • The confidence to share your views constructively with the business, based on your insights and expertise

  • Excellent organisational, prioritisation and decision-making skills

  • Proven technical skills including Zendesk and Salesforce experience (ideally as an admin)

  • Experience using Pendo or customer tools like ChurnZero a plus.

🌈 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 Auckland, Wellington, Dunedin & 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 New Zealand or Melbourne.

  • You must be legally entitled to work in Aotearoa or 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!