Senior Manager of Support

🕒 May 20

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

☁️ SaaS

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round on 2019-07

SaaS • B2B • eCommerce

EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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