A remote Engineering Leadership role at EverCommerce.
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Original listing text, shown exactly as published by the company.
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Lead and coach direct reports to continually enhance and improve the customer experience and strive to exceed Key Support metrics.
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Assisting the ANZ Team Lead to continually optimise Support Operations and improve Key Customer Metrics through development and execution of team level initiatives.
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Embody and coach direct reports to the values of EverCommerce, Timely’s Vision and Customer Supports mission through your Leadership.
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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.
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Owning and optimising the Help Centre to deliver an exceptional self-service experience by governing daily operations and collaborating with stakeholders to ensure accurate and impactful resources for customers.
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Manage customer escalations from direct reports to resolve complex customer scenarios, build trust and prevent churn.
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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.
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Strong background in Customer Support, ideally in a SaaS environment (experience in the Beauty/Hair industry is a bonus).
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Demonstrated success in providing excellent customer experiences and managing escalations to resolve complex support needs.
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The ability to make thoughtful decisions that balance the needs of the team, customers, and the wider business.
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Strong communication and interpersonal skills, with the ability to build trust and collaborate effectively.
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Highly organised, with excellent prioritisation and problem-solving skills.
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A strong understanding of Customer Success and/or Support processes and methodologies.
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A growth mindset, with the motivation to step into leadership responsibilities and develop leadership capability over time.
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.
EverCommerce
Engineering Leadership
54 open roles on Sydicom
EverCommerce provides integrated software and payment solutions to service-based businesses. They offer a comprehensive suite of technology designed to help small and medium businesses manage and grow their operations. The company focuses on various vertical markets, acquiring and supporting specialized SaaS companies.
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