Timely Recruit Ltd

Customer Support

• Provide front-line support & ensure customer success
• Manage the day-to-day support queue of customer inquiries and issues for the Timely school scheduling solution.
• Provide timely, accurate, and professional resolution for general customer inquiries and issues (e.g., app navigation, functionality questions, user access/login issues, basic issue resolution, etc.), ensuring a high first-response resolution rate.
• Serve as a dedicated support resource for one of our customer implementation teams, working closely with the School Success Managers (SSMs) to triage and resolve issues efficiently, escalating when necessary.
• Catalogue and categorize all inbound support requests, creating a clear, actionable picture of the types of support requests Timely receives and implications across functional areas.
• Contribute to the continued evolution of our support strategy by analyzing ticket volume, resolution times, and customer feedback to develop clear recommendations for improving service delivery.
• Own and update customer support resources by drafting, reviewing, and organizing help center articles and internal documentation based on recurring user questions and feature releases.
• Support quality assurance by testing new features and product releases prior to launch to ensure a smooth customer experience and troubleshoot potential support issues proactively.
• Pitch in wherever and whenever is needed to contribute to team success, embodying the spirit of a small and quick-moving team.

School Support Specialist