Senior Manager of Support

EverCommerce

Senior Manager of Support leading Tier 1 organization in a fast-paced healthcare technology environment. Responsible for performance, strategy, operational excellence, and customer outcomes across support channels.

Posted 5/19/2026full-timeRemote • 🇨🇦 CanadaSenior💰 CA$110,000 - CA$124,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Robust wellness benefits, including an annual wellness stipend
3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you
Employee Stock Purchase Program
Registered Retirement Savings Plan (RRSP) with 4% company match

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support managementomnichannel supportAI-augmented supportworkforce managementoperational planninganalyticscontinuous improvementautomationKPI managementself-service implementation

Soft Skills

leadershipcoachingaccountabilitycustomer obsessioncross-functional collaborationproblem-solvingcommunicationstrategic thinkingadaptabilityteam management