Customer Support Specialist

Who you are

• You have technical support experience at another SaaS company - and if you have experience in the beauty and wellness industry then even better!
• You're a naturally gifted communicator with confidence in resolving issues live over the phone and have outstanding writing skills
• You're able to translate tech language into plain English
• You handle stressful situations with clarity, compassion and great judgement
• Your natural working mode is proactive, quick, precise and empathic. You love investigating problems and delivering solutions and value to customers
• You thrive without micromanagement and are comfortable with rostered work hours to support customers over the phone
• You have experience with contemporary support software such as Zendesk and productivity apps such as Slack
• Research 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

What the job involves

• As a Customer Support Specialist for Timely, you’ll be part of our global Support team, helping our customers get the most out of Timely and ultimately helping their businesses thrive
• You’ll support customers across phone, email, chat and social, combining great communication with plenty of curiosity and problem-solving
• You’ll be comfortable troubleshooting live with customers, asking the right questions and digging into problems even when the answer isn’t immediately obvious
• Most importantly, you’ll bring an authentically human approach to every interaction, working alongside your team to continuously improve how we support and empower our customers
• Deliver fast, friendly and high-quality customer support across phone, email, chat and social media
• Investigate and troubleshoot customer issues, finding the right solution even when the answer isn’t obvious
• Help customers get more value from Timely and confidently use our platform to run their businesses
• Build genuine relationships and deliver an authentically human customer experience
• Look for ways to continually improve how we support our customers
• Collaborate across Timely to solve problems, share knowledge and deliver great customer outcomes

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