Senior Manager of Support

EverCommerce

Senior Manager of Support leading a high-performing Tier 1 Support organization at EverCommerce. Driving AI-first strategies and optimizing customer support experiences across multiple channels.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $80,000 - $90,000 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.
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.

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
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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support managementomnichannel supportAI-augmented supportworkforce managementoperational planningdata analysisKPI managementprocess optimizationautomationperformance management

Soft Skills

leadershipcoachingaccountabilitycustomer obsessioncontinuous improvementcross-functional collaborationcommunicationengagementproblem-solvingstrategic thinking

Certifications

Bachelor’s degreehealthcare management certification