Customer Support Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $100k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

📣 Marketing

💰 Private equity on 2019-08

SaaS • B2B • Marketing

EverCommerce is a provider of industry-tailored software that powers the service economy. It builds SaaS products to digitally transform daily operations for service professionals, including business management, electronic billing and mobile payments, omni-channel marketing, and customer engagement tools. EverCommerce focuses on verticalized solutions—not mass-market software—designed to modernize operations, marketing, and customer interactions for businesses that provide services.

📋 Description

• Lead, mentor, and develop Customer Support Representatives and Support Specialists through coaching, performance management, career development, and technical skill-building • Establish team goals, service metrics, and performance accountability • Develop and execute Customer Support strategy • Manage complex customer escalations and high-impact support cases as a player-coach • Partner with customers and internal stakeholders to resolve technical and operational challenges • Coordinate cross-functional resolution efforts with Customer Success, Sales, Product, Engineering, Professional Services, and Operations • Serve as the primary escalation point for critical cases and executive escalations • Lead post-incident reviews and improve support processes, knowledge, and customer outcomes • Monitor support trends, case volume, backlog health, SLA performance, and customer satisfaction metrics • Ensure standardized support workflows, knowledge management, proactive customer communication, and consistent case documentation • Identify recurring issues and partner with Product and Engineering on enhancements and defect resolution • Manage 24x7 on-call staff and escalations • Design, document, refine, and scale support processes, workflows, knowledge articles, and operational best practices • Identify automation and technology opportunities, including AI and workflow optimization • Define and maintain KPIs and dashboards for support performance, SLA compliance, customer satisfaction, backlog health, case quality, and productivity • Partner cross-functionally to communicate customer issues, prioritize defects, improve transitions, support retention, and inform product roadmap decisions • Serve as the voice of the customer by analyzing support cases, product issues, feedback, and customer insights • Translate support analytics into recommendations for product quality, customer experience, self-service, and operational effectiveness

🎯 Requirements

• 2–5+ years of Customer Support, Technical Support, Service Delivery, or related SaaS experience • 1–4+ years of people management experience leading Customer Support or Technical Support teams • Experience managing complex customer escalations and delivering exceptional support experiences in an enterprise SaaS environment • Demonstrated success improving customer satisfaction, support quality, SLA performance, and operational efficiency • Strong executive communication and customer-facing skills, with the ability to effectively manage high-impact customer situations and executive escalations • Experience working cross-functionally with Product, Engineering, Customer Success, Professional Services, and Operations • Strong analytical, troubleshooting, and problem-solving skills with experience using support metrics and operational KPIs • Experience developing and coaching high-performing support teams through performance management, quality assurance, and career development • Experience in enterprise SaaS, DevOps, QA, software testing, or developer tooling • Experience with CRM, help desk, and customer support platforms such as Salesforce, Zendesk, Jira Service Management, or Freshdesk • Experience managing SLAs, incident management, escalation processes, and support operations • Experience with knowledge management, support process optimization, workflow automation, and AI-assisted support tools • ITIL Foundation certification or equivalent experience with IT service management principles is a plus • Must be eligible to work without sponsorship in the United States

🏖️ Benefits

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