Head of Customer Support
EverCommerce
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $160,000 - $170,000 per year
Job Level
Lead
About the role
- 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
Requirements
- 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
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- 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
- Student Loan Repayment Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center operationsstaffing modelsforecastingschedulingqueue managementquality assurancecustomer satisfaction metricsworkforce managementoperational performanceautomation
Soft skills
leadershipcross-functional collaborationinfluencingcoachingorganizational skillsattention to detailproblem-solvingaccountabilityengagementcommunication