Senior Manager of Support

🕒 Maio 20

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $80.000 - $90.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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EverCommerce

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2016

☁️ SaaS

🤝 B2B

🛍️ Comércio Eletrônico

💰 Private Equity Round em 2019-07

SaaS • B2B • eCommerce

A EverCommerce é a principal plataforma de comércio de serviços, fornecendo soluções SaaS integradas e personalizadas verticalmente para mais de 500. 000 empresas globais baseadas em serviços. Fundada em 2016, a EverCommerce oferece soluções de software que ajudam as empresas a promover seus serviços, otimizar as operações diárias e melhorar o engajamento dos clientes. A empresa se especializa em impulsionar a economia de serviços com transformação digital em vários setores, incluindo Serviços Residenciais e de Campo, Serviços de Saúde e Fitness & Bem-Estar. A tecnologia da EverCommerce visa acelerar o crescimento, melhorar as operações e aumentar a retenção para pequenas e médias empresas, transformando a maneira como elas interagem com os clientes por meio de aplicativos digitais e móveis modernos.

Descrição

• Lead and develop a high-performing Tier 1 Support organization across phone, chat, email, self-service, and AI-assisted channels. • Manage and coach frontline leaders while fostering accountability, customer obsession, and continuous improvement. • Establish clear performance expectations, operational rhythms, and career development plans to drive engagement and retention. • Deliver seamless omnichannel customer experiences while ensuring service levels and support quality standards are consistently met. • Optimize channel strategy, workflows, and automation to improve accessibility, efficiency, and AI containment effectiveness. • Champion AI-first support transformation initiatives, including self-service, AI augmentation, and proactive support capabilities. • Use analytics, QA insights, and customer feedback to identify operational gaps, reduce friction, and improve support outcomes. • Partner cross-functionally with Product, Engineering, Customer Success, Training, and Operations teams to resolve root-cause issues and enhance customer experience. • Own operational KPIs, dashboards, and business reviews, providing leadership visibility into trends, risks, and improvement opportunities. • Drive data-informed staffing, process, and workflow decisions while balancing customer experience, employee experience, and cost efficiency.

🎯 Requisitos

• Bachelor’s degree in business, computer science, healthcare management or related field is preferred • 5+ years of experience leading high-volume customer support organizations. • 3+ years managing managers, supervisors, or large frontline support teams. • Proven success managing omnichannel support environments including phone, email, and chat. • Demonstrated experience improving customer satisfaction and operational KPIs at scale. • Experience implementing or operating within AI-augmented support environments. • Strong workforce management and operational planning experience. • Experience in SaaS, healthcare technology, or other complex technical support environments preferred.

🏖️ Benefícios

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Continued investment in your professional development • Day 1 access to a robust health and wellness benefits package, 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