Timely has come a long way since our inception in 2011. We’ve grown an online community of over 50,000 beauty professionals across 100 countries that use our cloud-based business management software to book over 35 million appointments a year.
In 2021, we were thrilled to join forces with EverCommerce, a US-based leading service commerce platform who offer a suite of integrated SAAS solutions to over 500,000 customers globally.
Now, we’re ready to level up and take our success to the next level
Our Mission? Build the leading platform for beauty professionals.
We’re more than a software company, we’re creating a community to power the world’s most loved client experience, and we’re looking for the right people to jump on the rocket ship with us and lift off.
The core purpose of the Head of Global Customer Support role is to design and implement a world class customer support vision and strategy for our Global Wellness Organisation.
You will lead our Support team as they resolve all tickets to ensure high customer satisfaction, and NPS across a range of products and customer segments, supporting both high-touch and automated, self-service approaches to help customers meet their needs in the most efficient way at a time that suits them.
Working cross functionally with our Customer Success team, this role will help to drive strong adoption of Timely's offerings and ensure high retention of our customers. You'll also partner with Product and Engineering teams on support-readiness for new products and features launch and to drive product improvements resulting in support ticket reductions.
Requirements
We’d love to hear from you if you areResearch 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.
Benefits
Why join us?We lead with inclusion and use our values to inform our decisions. We bring our whole selves to work and celebrate the things that make us unique.
We trust our team to work where they are the most productive. You’ll have the flexibility to work from home or the office and utilise #timelylife. We have office spaces in Auckland, Wellington amp; Dunedin and we provide a high-spec home office set up.
We set a high bar and support our team to innovate and never stop learning. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing. To us, people experience means creating an environment where you can flourish and achieve.
People join us because they want to belong to a company that walks the walk and actually puts their people first. Sounds good to you? Don’t wait any longer...click ‘Apply’ and let’s chat!
Let us know in your application any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats.