Customer Support Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $90k - $100k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 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.

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2019-07

Healthcare • Consulting • Logistics

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, mentor, and develop a team of Customer Support Representatives and Support Specialists • Establish goals, service metrics, and accountability for team performance • Develop and execute the Customer Support strategy • Foster a high-performance, customer-centric culture • Support hiring, onboarding, training, and ongoing talent development • Personally manage complex customer escalations and high-impact support cases • Partner with customers and internal stakeholders to resolve complex 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 and customer outcomes • Monitor support trends, case volume, backlog health, SLA performance, and customer satisfaction metrics • Ensure consistent support processes, workflows, knowledge management, and best practices • Promote proactive customer communication throughout issue resolution • 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 and operational best practices • Identify automation and AI opportunities to improve productivity • Ensure customer interactions and resolution details are documented in CRM and support systems • Define and maintain KPIs and dashboards • Lead initiatives improving scalability, operational maturity, and service excellence • Serve as the voice of the customer by analyzing support cases and feedback • Translate customer insights and support analytics into product, self-service, and operational recommendations

🎯 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 • Experience working cross-functionally with Product, Engineering, Customer Success, Professional Services, and Operations • Strong analytical, troubleshooting, and problem-solving skills • 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 is preferred • Experience with CRM, help desk, and customer support platforms such as Salesforce, Zendesk, Jira Service Management, or Freshdesk is preferred • Experience managing SLAs, incident management, escalation processes, and support operations is preferred • Experience with knowledge management, support process optimization, workflow automation, and AI-assisted support tools is preferred • ITIL Foundation certification or equivalent experience is a plus • Must be eligible to work in the United States without sponsorship • May require travel up to 10% of the time

🏖️ 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 • Variable component included in most US locations • Equal opportunity workplace and commitment to diversity