Customer Support Specialist
Dunedin, 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.
Our customers are our sun, and our mission is to help the global hair & beauty industry become a 1 trillion dollar industry. We plan to do that by building a total salon management solution that enables our customers to thrive.
2020 was a big year for us as we faced the uncertainty of losing our 12k customer base at the start of the pandemic. But we’ve come out the other side better than ever by ensuring that no one on the Timely team would lose their job and focusing on helping our customers survive. You can hear a little more about 2020 journey from Paul Shingles, our COO, here.
We’ve got our sights on some huge goals over the next few years. How are we going to get there? He tangata, Our people.
So, what can you expect from us?
We lead with Inclusion and use our values to inform our decisions. Mary Haddock-Staniland joined us in December 2020 as our Chief People Inclusion Officer. 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 100+ 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, so you’ll be equally able.
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 email, phone, 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.
This is a fixed term parental leave cover opportunity for a period of 12 months.
We’re looking for someone who is passionate about helping people everyday with a view to a long term career in SaaS customer support.
You’ll be 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.
We’re after someone with prior support experience at another SaaS who has a general interest in the tech world and small business. 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.
We are a distributed team who work primarily from home but also the office when required. If you have remote working experience then that’s something in your favour.
Regardless, you’ll need to be someone who thrives without micromanagement, embraces a healthy work/life balance and is comfortable with a mix of both flexible and rostered work hours.
You’ll need to be available for regular weekend and evening work but you’ll be able to take time off during the week.
Finally, experience with contemporary support software such as Zendesk and other business apps such as Slack, Zoom and Salesforce would be very handy.
- Be part of an Award winning team (yep they’ve won Stevie Awards)
- Split your time between working from home and our office – we’ll set you up for all the gear you need
- This role is fixed term for a period of 12 months
- Dunedin based only
- Start date ASAP
- Applications close when we find the perfect person (is that you?) Apply Now!