EverWell - Customer Care Advocate (Remote, US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries. 

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://careers.evercommerce.com/us/en 

About the job

We are looking for a Customer Care Advocate to focus on our SalonBiz Software. 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 PaySimple. 

Nothing makes you feel better than making someone’s day or solving a customer’s problem. A fast-paced day makes you feel energized rather than drained, and you’re at your best when you’re interacting with people. You love to dig in on a complex issue and come up with a solution. You can think outside of the box to offer suggestions and are a team player willing to go above and beyond for your customers. You work well with your team and other cross-functional teams to make sure your customers have everything they need to be successful.  

What you’ll be doing: 

• Passionately supporting SalonBiz’s commitment to creating an outstanding experience for each of our customers 

• Taking calls, emails, and text requests from SalonBiz customers, answering questions, working to resolve issues and ensuring our customers have the support they need to be successful 

• Software training for customers 

• Mastering the SalonBiz solution to provide customers with guidance on how to best use our product 

• Providing technical support, application installs specific to SalonBiz and learning Oracle SQL developer 

• Expressing empathy for each customer's situation and working to understand and resolve the issue as quickly as possible 

• Reducing cancellations by solving problems and offering solutions to customers experiencing any issues 

What you'll bring. 

• Minimum one-year related work experience in a similar role

• Some call centre or technical software experience

• Must be friendly, professional, and committed to creating long-term relationships with our customers 

• Strong writing and phone skills. 

• Critical thinker and a willingness to problem-solve 

• A team player who performs well independently 

• Ability to multitask, take direction and execute with precision 

• Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment 

• Experience using the SalonBiz software in a salon is a plus. 

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 w