Customer Operations Specialist

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!

We've barely scratched the surface of what we can do so it's a greenfield to really get stuck in and evolve how we deliver amazing customer experiences across our support and success teams.

As the Customer Operations Specialist you will continually review and improve workflows so that our customer teams can serve and delight our customers more effectively. More specifically your focus will be on enabling our global customer success and support teams through technology, process improvement, and insights but day to day you could be engaging across many teams to achieve things.

You will have a keen interest in customer success and support and know what good should look like across the supporting tools and processes. Zendesk and Salesforce experience (ideally as an admin) is key as these will be the two main tools you will need to support.

To be successful in this role you will identify and implement processes and technological solutions that help improve relevant teams’ performance and enhance the customer experience and how your partner teams engage with our customers.

What you'll do.
● Managing our customer success and support tool stack
● Ensuring we have data integrity across our platforms
● Working closely with our Head of Customer Success and Head of Support to identify key initiatives and projects to increase efficiency
● Ensure all customer operations are carried on in an appropriate, cost-effective way
● Ultimately improve our customer management systems, processes and best practices

What you will need to be successful
● Proven experience working in revenue or business operations 
● A deep understanding as to what operational efficiency should look like across customer facing teams
● Excellent organizational, prioritization, and decision-making skills.
● Analytical skills to interpret our customer data to make suggestions on how to improve the customer process 
● Good communication, interpersonal, and leadership skills 
● Experience working with different teams and departments to streamline onboarding and reporting 
● Strong understanding of Success and/or Support processes & methodologies

● Understanding of the Wellness industry
● Understanding of the customer lifecycle through a Saas business

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. 

Compensation: The target base compensation for this position is $105,000-$110,000 per year. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

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!