Briostack: Support Team Lead

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/

Role Overview:

Customer Service Team Lead: We are looking to hire motivated, goal oriented, and dependable people to expand our client services team. You will be responsible to field incoming calls, emails, and chats to address any questions our customers may have. This includes providing support, training and guidance through the adoption of Brio our SAAS based CRM designed specifically for pest control companies. This role will help manage and track the progress of their team and how it impacts Briostack.

Key Responsibilities: 

• Oversee and manage a team of support representatives 
• Field incoming calls, chats, and emails into our support team
• Consult with customers to understand their business and recommend best practices in the use of the software
• Nurture customer relationships to build trust
• Participate in the ongoing creation and updating of best practices for role and department
• Operate across department boundaries
• Consistently increase your knowledge of the software and the industry
• Collaborate with other departments when necessary to help the customer be successful
• Willingness to work over 40 hours when necessary
• Help Customer become an expert on the product which includes using all features to the fullest.

Skills and Experience needed for success in this role:

• Experience overseeing a team of support reps
• Delivery of technology training in a corporate setting in-person and via the web
• Proven ability to manage multiple projects with tight deadlines
• Customer service/support
• High attention to detail
• Excellent written and verbal communication skills
• Project development
• Working well across departments
• Ability to prioritize and organize tasks

Where: Remote - US 
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 – if you’re close to one of our offices, we can set you up in-office or you can 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: 

EverCommerce is committed to equal pay and transparency. The annual base salary range for this position is $40,000 - $44,000 + Commissions. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. EverCommerce considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.