EverCommerce
1001 - 5000 employees
Founded 2016
☁️ SaaS
🤝 B2B
🛍️ eCommerce
💰 Private Equity Round on 2019-07
SaaS • B2B • eCommerce
EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.
Regional Support Team Lead AU
🕒 June 3
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EverCommerce
1001 - 5000 employees
Founded 2016
☁️ SaaS
🤝 B2B
🛍️ eCommerce
💰 Private Equity Round on 2019-07
SaaS • B2B • eCommerce
EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.
📋 Description
• Ensure customers experience a world-class level of Support in the ANZ region • Lead day-to-day operations and ensure support team provides exceptional customer service • Lead and coach direct reports to enhance and improve customer experience • Assist the ANZ Team Lead to optimise Support Operations and improve Key Customer Metrics • Embody and coach direct reports to the values of EverCommerce • Run daily operations of the support team motivating direct reports to meet performance metrics • Own and optimise the Help Centre for exceptional self-service experience • Manage customer escalations and complex customer scenarios • Monitor performance of direct report and the regional team
🎯 Requirements
• Strong background in Customer Support, ideally in a SaaS environment (experience in the Beauty/Hair industry is a bonus) • Demonstrated success in providing excellent customer experiences and managing escalations to resolve complex support needs • The ability to make thoughtful decisions that balance the needs of the team, customers, and the wider business • Strong communication and interpersonal skills, with the ability to build trust and collaborate effectively • Highly organised, with excellent prioritisation and problem-solving skills • A strong understanding of Customer Success and/or Support processes and methodologies • A growth mindset, with the motivation to step into leadership responsibilities and develop leadership capability over time
🏖️ Benefits
• Additional annual leave • Professional development budget • Annual wellness allowance
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