Senior Manager of Support

🕒 il y a 22 jours

🇺🇸 États-Unis – Télétravail

💵 $80 000 - $90 000 / an

⏰ Temps Plein

🟠 Senior

👔 Manager

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EverCommerce

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2016

☁️ SaaS

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round en 2019-07

SaaS • B2B • eCommerce

EverCommerce est la plateforme de commerce de services de premier plan, offrant des solutions SaaS intégrées, adaptées verticalement, à plus de 500 000 entreprises de services à l'échelle mondiale. Fondée en 2016, EverCommerce propose des solutions logicielles qui aident les entreprises à promouvoir leurs services, à rationaliser leurs opérations quotidiennes et à améliorer l'engagement client. La société se spécialise dans l'accélération de l'économie des services grâce à la transformation numérique dans plusieurs secteurs, notamment les services à domicile et sur le terrain, les services de santé, ainsi que le fitness et le bien-être. La technologie d'EverCommerce vise à accélérer la croissance, améliorer les opérations et augmenter la fidélisation pour les petites et moyennes entreprises, transformant la manière dont elles interagissent avec leurs clients grâce à des applications modernes numériques et mobiles.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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