EverWell - Regional Support Team Lead AU - (Remote, Victoria)

📋 Description

• • Lead and coach direct reports to enhance and improve the customer experience while striving to exceed key support metrics in the ANZ region.
• • Assist the ANZ Team Lead in optimising Support Operations and improving key customer metrics through the development and execution of team-level initiatives.
• • Embody and coach direct reports on the values of EverCommerce, Timely’s Vision, and the Customer Support mission through consistent leadership.
• • Run day-to-day operations of the support team, inspiring and motivating direct reports to meet and exceed performance metrics set by Support Leadership.
• • Own and optimise the Help Centre to deliver an exceptional self-service experience by governing daily operations and collaborating with stakeholders to ensure accurate and impactful customer resources.
• • Manage customer escalations from direct reports to resolve complex scenarios, build trust, and prevent customer churn.
• • Monitor performance of direct reports and the wider regional team, taking swift action on areas requiring escalation to the ANZ Team Lead.
• • Ensure the support team delivers world-class care, professionalism, and responsiveness through effective leadership, process improvement, and tooling.
• • Maintain a strong understanding of Customer Success and/or Support processes and methodologies to guide team performance and operational decisions.
• • Balance the needs of customers, team members, and the broader business when making thoughtful, data-informed decisions.
• • Foster a culture of empathy, professionalism, and continuous improvement within the regional support team.
• • Collaborate cross-functionally to ensure Help Centre content remains accurate, relevant, and aligned with customer needs and product updates.
• • Drive initiatives that reduce support volume through improved self-service and proactive customer education.
• • Act as a key point of escalation for complex customer issues, ensuring timely resolution and maintaining high customer satisfaction.
• • Support the development of team members by providing feedback, coaching, and opportunities for growth in customer support leadership.
• • Maintain high standards of organisation, prioritisation, and problem-solving to manage multiple operational priorities effectively.
• • Promote a growth mindset within the team, encouraging continuous learning and adaptation to evolving customer and business needs.