Senior Manager of Support, EverCommerce
EverHealth
CA$110-124k
+ Employee Stock Purchase Program
More information about location
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
CA$110-124k
+ Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specialises in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce went public before acquiring DrChrono, and through this, both companies can share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a behemoth in its industry, having acquired nearly 30 companies, with multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.3m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
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