Regional Support Team Lead - Remote, Victoria (Australia)

Employer: Timely Software Pty Limited Timely has come a long way since our inception in 2011. We serve over 20,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. 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.
• 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.

• Proven experience working within a similar Customer Support Leadership position.
• Proven experience managing day-to-day operations of a Support team. Great support experience from a SaaS company; ideally within the Beauty/Hair industry.
• Good communication, interpersonal, and leadership skills
• Excellent organisational, prioritisation, and decision-making skills.
• Strong understanding of Success and/or Support processes & methodologies
• Good knowledge of the SaaS Technology for Hair & Beauty Salon industry

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! Other Information Employer is Timely Software Pty Limited. We will consider applicants from VIC and comfortable with remote working. This is a remote first role with some requirements to travel interstate based on team needs. Salary for this position will be AUD $70,000 - $73,000 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!