EverCommerce
SaaS
RegionalSupportTeamLeadAU
Neural analysis suggests this role is
optimal for Lead candidates.
“Regional Support Team Lead AU at EverCommerce. Skills: Customer Success, Customer Support, Team Leadership. Lead direct reports. Enhance customer experience”
What You'll Achieve.
Exceed Key Support metrics; Exceed performance metrics
Industry & Context.
Problem-solving skills
What They're Looking For.
Must Have
Customer Support background, SaaS environment experience, Excellent customer experiences, Managing escalations, Resolve complex support needs, Make thoughtful decisions, Organised, Prioritisation skills, Problem-solving skills, Understand Customer Success processes, Understand Support processes, Growth mindset, Develop leadership capability, Legally entitled to work in Australia
Nice to Have
Beauty/Hair industry experience
What You'll Do.
Enhance customer experience
Improve Key Support metrics
Optimise Support Operations
Improve Key Customer Metrics
Develop team initiatives
Execute team initiatives
Embody EverCommerce values
Coach direct reports on values
Run day-to-day operations
Inspire direct reports
Motivate direct reports
Meet performance metrics
Exceed performance metrics
Govern daily operations
Collaborate with stakeholders
Ensure accurate resources
Ensure impactful resources
Manage customer escalations
Resolve complex scenarios
Prevent customer churn
Monitor team performance
Take action on escalations
How You'll Work.
Team & Collaboration
Collaborate with stakeholders; Collaborate effectively
Full Job Description
At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: **About the company** Timely and SalonBiz serve over 30,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. Together we make up EverWell, an EverCommerce vertical. Between us, we offer SaaS solutions to customers of varying sizes and stages, serving different customer profiles within the beauty industry. We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. We’ve got big goals and we’re ready to achieve them. **** **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 developm
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