Customer Support Manager

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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 customer support operations across the i360 and MarketSharp brands • Oversee frontline support professionals while driving customer experience, operational efficiency, employee engagement, and business objectives • Champion a customer-first culture and deliver experiences that drive loyalty and retention • Identify customer trends, escalate customer-impacting issues, and partner across the business to improve products, processes, and customer experience • Ensure timely resolution of inquiries involving technical support, product configuration, training, and workflow guidance • Lead multi-channel support operations across phone, email, chat, and self-service channels • Monitor and improve SLA attainment, response and resolution times, backlog health, productivity, and customer satisfaction • Develop operational dashboards and scorecards to communicate performance and drive continuous improvement • Build scalable support processes and operating models • Recruit, develop, coach, and retain a high-performing Customer Support team • Lead workforce planning, onboarding, training, and knowledge management initiatives • Develop expertise in the i360 and MarketSharp platforms, workflows, and use cases • Guide complex customer issues and escalations while partnering with Product and Engineering on defects and enhancements • Use customer insights to improve product adoption and influence product strategy • Drive process improvement, self-service, knowledge management, and customer education initiatives • Leverage AI-enabled tools, automation, and emerging support technologies • Promote data-driven decision-making and operational best practices

🎯 Requirements

• 4–7 years of leadership experience in Customer Support, Customer Experience, Service Operations, or Contact Center environments • Experience leading customer-facing teams within SaaS, software, or technology organizations • Proven success improving customer experience, service delivery, and operational performance • Experience managing customer escalations and driving cross-functional resolution • Strong analytical, problem-solving, and decision-making skills • Experience leading organizational change and continuous improvement initiatives • Excellent communication, coaching, and people leadership skills • Experience leading distributed or remote teams • Bachelor's degree or equivalent experience (preferred) • Experience with Zendesk, Salesforce, or similar customer support platforms (preferred) • Salesforce Administrator certification (preferred) • Experience supporting SMB or mid-market customers (preferred) • Experience implementing AI-enabled support technologies, automation, and self-service strategies (preferred) • Experience developing training programs, knowledge management systems, or learning content (preferred) • Knowledge of the home improvement, remodeling, or contractor software industry (preferred) • Must be eligible to work without sponsorship in the United States

🏖️ Benefits

• Flexibility to work where/how you want within the United States – in-office, remote, or hybrid • Day 1 access to 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 • Annual bonus