EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/
We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners. All roads lead to a Global Wellness Solution, and this role is instrumental in creating a globally consistent approach for our customers. We’ve got big goals and we’re ready to achieve them 📈
SalonBiz is a software and is one of two products that sits within the Wellness Group, but it’s our people that make us more than a technology company. We serve the beauty and salon industry and aim to empower and simplify the lives of the people within it. Our mission is simple. We build software that is easy to learn and fun to use. We’re part of the wider EverCommerce group, a US-based leading service commerce platform who offer a suite of integrated SaaS solutions to over 500,000 customers globally. Together with Timely, another EverCommerce solution serving the beauty industry, we make up the Wellness group.
This is where you come in! 👋
The core purpose of the Customer Care Manager role is to ensure the Care function delivers an exceptional customer experience, optimal customer outcomes and high customer satisfaction, across a range of products and customer segments.
You will execute strategic initiatives set by the Head of Global Customer Support & Organizational Risk to drive improvements and innovation across Care that will continually enhance the customer experience, exceed expectations and drive strong adoption of our offerings ensuring high customer retention alongside our Customer Success partners.
What you'll do.
Leading, coaching and guiding direct reports on leading practice customer service principles and practical application.
Executing on strategic Initiatives as defined by the Global Head of Support and Org Risk
Assist the Head of Global Customer Support and Organizational Risk to develop team level initiatives that will improve efficiency and optimize operations of the Customer Care department.
Passionately support the Wellness purpose and drive the Care team to provide exceptional customer service and optimal customer resolutions.
Take a continuous improvement approach to care operations, monitoring operational efficiency of tools, processes and team performance aligned to key metrics, taking necessary action to enhance and improve for better customer outcomes.
Represent Care at a project level when required, offering input and insights that will enhance the customer experience while ensuring the business is aware of customer risks.
Represent Care in incident management situations and take a leading approach as and when required in relation to customer communication.
Ensuring that the team develop and upskill to the required level of expertise to achieve Departmental objectives.
Reporting on metrics, insights and ‘Voice of the Customer’ to drive department and wider organizational improvements and decision making.
Managing complex customer escalations from a customer care perspective and work with other business units to ensure customer problems are promptly resolved.
Drive high customer satisfaction across all Customer Care channels.
Working cross functionally with Customer Success to support high-touch, automated, and self-service approaches to help customers be successful in the most efficient way at a time that suits them.
What you'll bring.
5+ years' experience in a Customer Manager role
Vision and leadership You are comfortable delegating tasks, setting clear goals and expectations. You know how to keep your team focused on the critical outcomes, whilst giving them the freedom to grow and explore new ideas.
Innovation You understand the problems, pain points and opportunities within our ICP and you’re actively seeking better and smarter ways to approach how we address these opportunities.
Commercial mind with attention to detail You drive delivery of results that meet our commercial goals, and you have a high bar for our approach to solutions. You understand and set success measures that align to revenue and growth objectives.
Resource management You have excellent resource management and time management skills with an ability to prioritise opportunities based on commercial needs and outcomes.
Relationship management You have excellent relationships with your core internal partners. You are able to hear opportunities and clearly communicate decisions, delivery timelines and represent the Global Wellness Solution to external commercial parties.
Learning on the Fly – Adventurous Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyses both success and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Listening Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
Team player Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
Planning and delivery Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results. Delivers projects on time to a high standard.
Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – you will work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
Benefits and Perks:
· Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
· Continued investment in your professional development through Udemy
· Robust health and wellness benefits, including an annual wellness stipend
· 401k with up to a 4% match and immediate vesting
· Flexible and generous (FTO) time-off
· Employee Stock Purchase Program
· Student Loan Repayment Program
Compensation:
The target base compensation for this position is $65K -$78K USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.
EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!