United States onlyWe are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en
We are seeking a highly strategic and operationally driven Senior Manager of Support to lead our Level 1 Support organization in a fast-paced, high-volume, omnichannel healthcare technology environment. This leader will be responsible for the overall performance, strategy, operational excellence, and customer outcomes of the frontline support team across phone, email, chat, and AI-augmented support channels.
The ideal candidate is a proven people leader with deep experience scaling and optimizing omnichannel support operations, driving measurable customer satisfaction improvements, and leveraging AI, workforce management, and operational analytics to improve efficiency without compromising customer experience. This role requires a strong balance of leadership, data-driven decision making, process optimization, and customer advocacy.
This leader will play a critical role in transforming Support into a modern, AI-first, customer-centric organization focused on delivering fast, empathetic, and high-quality experiences at scale.
Key Responsibilities
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.
Skills and Experience needed for success in this role:
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.
Where:
The EverCommerce team is distributed globally, with teams inthe U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in theUnited States - ifyou’reclose to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or toother office locations around North America.
Benefits and Perks(JUST U.S.):
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
Compensation:The target base compensation for this positionis $80,000 to $90,000USDperyearand a variablecomponentincludedin mostUSlocations. Final offer amounts aredeterminedby multiple factors including location,local market variances, andcandidate experience andexpertise,and may vary from the amounts listed above.
EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
CA and US only