Customer Support Specialist - Timely Product (Remote, New Zealand)

About EverCommerce and the Role

EverCommerce is committed to transforming the service economy with tailored SaaS solutions, supporting over 725,000 customers across Home & Field Services, Health Services, and Wellness sectors. We are seeking a motivated Customer Support Specialist focused on the Timely platform, to join our global support team and provide fast, professional, and human-centered assistance to empower our customers' business success. This is a fixed-term full-time position lasting six months, fully remote within New Zealand.

Key Responsibilities

• Engage with customers via phone, email, chat, and social media, delivering effective and timely solutions—strong confidence in live phone troubleshooting is essential as most interactions occur by phone.
• Investigate complex issues by asking probing questions and applying problem-solving skills to identify root causes and find resolutions.
• Recognize opportunities to showcase additional value of the Timely platform, striving for continuous improvements in support delivery.
• Commit to exceptional customer service by empowering users to utilize technology daily for their business, working collaboratively as a team, and embracing initiative and shared learning.

Requirements and Desired Skills

• Previous technical support experience within a SaaS environment; experience in the beauty and wellness industry is a plus.
• Excellent verbal and written communication skills, with ability to explain technical matters clearly in plain language.
• Ability to manage stressful situations with calmness, compassion, and sound judgment.
• Proactive, precise, empathetic work style with a passion for problem investigation and delivering customer value.
• Comfortable working independently without close supervision and flexible to rostered hours supporting customers by phone.
• Familiarity with modern support tools such as Zendesk and productivity software like Slack.

Additional Information and Benefits

EverCommerce values inclusion and celebrates diversity, promoting a balanced work-life environment with extra annual leave and the option to work from home or office locations for maximum productivity. Professional development is encouraged through an allocated budget, alongside an annual wellness allowance to support employee wellbeing.

This role is open to candidates legally authorized to work in New Zealand. We gladly welcome applicants even if they do not meet every listed qualification, encouraging individuals from underrepresented groups to apply. We also invite candidates to share any accommodations needed to ensure an inclusive recruitment process.