Customer Support Specialist
Timely, New Zealand

Timely has come a long way since its inception in 2011. We’ve grown an online community of over 46,000 beauty professionals across 90 countries that use our cloud-based business management software to book over 30 million appointments a year.

In May 2021, we were thrilled to announce that we have joined forces with EverCommerce, a US-based leading service commerce platform who offer a suite of integrated SAAS solutions to over 500,000 customers globally. Our partnership with EverCommerce will help us to stay focused on delivering value that supports your profitability and productivity, and makes it easy for your brand and business to deliver world-class client experiences.

So, what can you expect from us?

We lead with Inclusion and use our values to inform our decisions. We are stoked to have Mary Haddock-Staniland as our SVP of Culture amp; Inclusion, the first role of this nature in the executive level of any New Zealand organisation. Mary’s goal is to progress the business case for workplace inclusion, ensuring people have equal access to opportunities and resources.

We bring our whole selves to work and celebrate the things that make us unique. We view work and life as complimentary, rather than competing priorities and #timelylife allows us to see the benefits of working from home and the flexibility it provides.

Our team of 120+ enjoy wellness and professional development benefits as well as a high spec home office set up. To us, people experience means creating the best possible environment for you to be your best self.

What you'll do

As a Customer Support Specialist you will work as part of a dedicated and focused support team. We’ve got a high work ethic and tons of initiative.

You’ll be the first point of contact for our existing customers when they need a hand. Your responses will be fast, friendly, human and well-thought out.

You will communicate by phone, email, chat and social media, and enjoy the challenge of delivering solutions over these channels. You’ll help expand revenue from our wonderful customers and ensure that they get the most value out of Timely.

You’ll also understand what it means to go the extra mile and enjoy empowering people to use technology everyday to run their businesses.

Requirements

• You're passionate about helping people everyday and you're keen to develop your career in customer support
• You’re a naturally gifted communicator with outstanding writing skills and an excellent phone manner. You're able to translate tech language into plain English through email, phone, chat and social media.
• You handle stressful situations with clarity, compassion and great judgement.
• You have some support experience at another SaaS company - or if you have experience in the beauty and wellness sectors then even better!
• Your natural working mode is proactive, quick, precise and empathic. You love investigating problems and delivering solutions and value to customers.
• If you have remote working experience then that’s something in your favour.
• You're someone who thrives without micromanagement, loves getting work done and then looking for more.
• You can work a mix of rostered weekend and evening hours.
• You have experience with contemporary support software such as Zendesk and productivity apps such as Slack.

Benefits

• This role is full time, permanent and can be based anywhere in NZ.
• You'll receive a professional development and wellness allowance to support your growth and development
• We’ll set you up with all the shiny new equipment you’ll need
• Work primarily from home, but you'll relish the opportunity to spend time with your Dunedin, Wellington or Auckland based team mates
• Applications close when we find the right person!

So you’ve read this far and you get it. You’ve probably already looked up our website, Facebook and Twitter accounts, and had a read through our blog. You’re excited. So are we. Apply now, go!

Job Rewards and Benefits