Customer Support Manager

Job not on LinkedIn

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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 customer support operations across the i360 and MarketSharp brands • Oversee frontline support professionals and drive customer experience, operational efficiency, employee engagement, and business objectives • Champion a customer-first culture and deliver experiences that drive loyalty and retention • Identify trends, escalate customer-impacting issues, and partner across the business to improve products, processes, and customer experience • Ensure timely resolution of technical support, product configuration, training, and workflow inquiries • Lead multi-channel support 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 and guide complex issues and escalations • Partner with Product and Engineering on customer-impacting defects and enhancements • Use customer insights to improve product adoption and influence product strategy • Drive process improvement, self-service resources, knowledge management, customer education, 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