Customer Care Senior Team Lead, EverCommerce
SalonBiz
$48-55k
+ Employee Stock Purchase Program
More information about location
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
$48-55k
+ Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 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
What the job involves
- 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
- 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
- Monday - Friday, 8am – 6pm Central Time Zone
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specializes in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce acquired DrChrono and through this both companies are able to share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a beast in its trade having acquired almost 30 companies, multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.2m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company values
- We hold each other accountable for treating everyone with respect. Kindness is at the heart of who we are
- We are united. We win, fail, and grow as a team. We believe teamwork does make the dream work
- We embrace diversity and inclusion. Inclusivity fuels innovation, enriches experiences, and promotes belonging
- We are a team of perpetual learners motivated to grow ourselves and the company. We strive to do and be better
- We welcome new ideas and are energized by transformation that drives innovation, and our collective growth
- We serve the needs of our customers, focusing on excellence and innovation. When they succeed, we succeed
- We empower our team to do their work in the environment that is best suited for their role and enables company success
Company HQ
River North Art District, Denver, CO
Articles
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
Salary benchmarks
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