Timely - Support Team Lead UK (Remote, UK) London, England

EverCommerce

Full Time London, England 42000 - 62663 GBP ANNUAL Today

Job description

Timely has come a long way since our inception in 2011. We’ve grown an online community of over 50,000 beauty professionals across 100 countries that use our cloud-based business management software to book over 35 million appointments a year.

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 500,000 customers globally.

Now, we’re ready to level up and take our success to the next level

Our Mission? Build the leading platform for beauty professionals.

We’re more than a software company, we’re creating a community to power the world’s most loved client experience, and we’re looking for the right people to jump on the rocket ship with us and lift off.

This is where you come in!

The core purpose of the Support Team Lead UK role is to deliver world-class customer support to our customers in the UK region.

You will be responsible for recruiting, attracting, training and retaining empathetic, professional support people. Ensuring customer support can be delivered with world class empathetic care, professionalism and responsiveness.

You will lead our UK Customer Support team as they resolve all tickets to ensure high customer satisfaction supporting both high-touch and automated, self-service approaches to help customers meet their needs in the most efficient way at a time that suits them.

Finally you will work closely with our Customer Success team, to help to drive strong adoption of product offerings and ensure high retention of our customers

We’d love to hear from you if…

You’re a leader who puts the customer first when framing the problem, the approach, and the solution.
You have experience leading a customer support team for a SaaS company.
You foster a team environment in which staff are enthusiastic about their work and derive value and satisfaction from helping our customers everyday.
You have a balanced style that relies heavily on data to drive decision-making, but also understands the complexity of working in a global, multicultural organisation.
You enjoy and have the ability to collaborate with and influence cross-functional teams.
You have 5+ years in Customer Support or Technical Support, ideally in a team leadership role.

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 trust our team to work where they are the most productive. You’ll have the flexibility to work from home and we 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 the United Kingdom.
You must be legally entitled to work in the UK.
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 longer...click ‘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, 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!

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