Customer Care Senior Team Lead

Title: Customer Care Senior Team Lead – SalonBiz

Location: Canada – United States

Job Description:

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

SalonBiz is a single solution for unlimited growth for salons and spas, providing the tools salons need to thrive like appointment booking, integrated payments, inventory management, and comprehensive reporting. Its SaaS platform and support provides solutions to empower salon staff and effectively run a business. SalonBiz is an EverCommerce subsidiary operated by EverWell solutions.

We are looking for a Customer Care Senior Team Lead to lead the Level 2 and Level 3 teams in managing all escalation support requests for our SalonBiz Product.

The core purpose of the Senior Team Lead role is to ensure that our customers experience a world-class Customer Care experience in the US region.

This is a hands-on role that will require you to lead staff with differing levels of technical expertise as well as manage escalations. Additionally, coach team members to realize their full potential to continually enhance and exceed customer expectations.

You will also assist the Manager of Customer Care to execute strategic initiatives set by the Global Head of Support and Organizational Risk as directed to optimize Care Team Operations.

What you’ll be doing:

Assisting the Customer Care Manager to Optimize Care Operations and improve Key Customer Metrics through development and execution of team level initiatives and assisting on strategic initiative execution as required

Basic Qualifications

• A minimum of 2 years’ leadership experience in a SaaS or similar company
• Ability to manage simultaneous projects & process improvement initiatives
• Experience with coaching & developing staff
• Exceptional customer experience
• Salon or Spa industry experience desirable
• Ability to hold themselves accountable and raise the bar for those around them
• Experience handling support tickets in an IT service desk environment
• Ability to learn quickly
• Excellent verbal and written communication
• Comfortable working at a dynamic company
• Can use good judgment to solve problems where protocol might not exist

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

Schedule:

Monday – Friday, 8am – 6pm Central Time Zone

Compensation:

The target base compensation for this position is $48k to $55k 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!