Head of Customer Support, EverCommerce

• 10+ years leading Customer Support or call center operations in a SaaS or technology-driven environment, Healthcare and MedTech experience a plus
• Proven experience managing multi-tier support organizations with managers reporting to you
• Deep expertise in call center metrics, workforce management, and operational performance
• Experience managing offshore teams and BPO partners
• Strong cross-functional leadership skills with the ability to influence Product, Engineering, and Finance partners
• Demonstrated success leveraging automation, AI, or advanced tooling in Support
• Highly organized operator with strong attention to detail and follow-through

Desirable

• We are hiring a Head of Customer Support to lead our reactive Support organization at EverHealth, responsible for leading a high-volume Support team to deliver a best-in-class experience at scale and across multiple product lines. This role is accountable for delivering a consistent, high-quality reactive customer support, for all customers within the EverHealth portfolio
• This is a senior, hands-on leadership role responsible for running a modern, metrics-driven support operation
• You will lead multiple managers, oversee a blended onshore and offshore model including BPO partners, and partner closely with Product, Engineering, Finance, and CX leaders to resolve customer issues and reduce friction across the customer journey
• Reporting to the VP of Customer Experience, this role is critical to how customers experience our company when they need us most
• Build and lead a high-performing, scalable Customer Support organization that leverages AI technology to deliver a best-in-class experience throughout the customer journey
• Own call center operations including staffing models, forecasting, scheduling, queue management, QA, and adherence
• Drive customer satisfaction, resolution quality, and SLA performance across all support interactions
• Establish strong operational command and control, including clear escalation paths and real-time visibility into performance
• Partner cross-functionally with Product, Engineering, Finance, and GTM teams to prioritize customer issues and influence roadmap decisions
• Manage offshore teams and BPO partners, including vendor performance and continuous improvement
• Champion AI, automation, and modern tooling to improve efficiency, scale, and agent experience
• Develop and coach managers to build disciplined, accountable, and engaged teams
• Serve as a senior point of escalation for high-impact customer issues