EverCommerce

Customer Support

• 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

Head of Customer Support

Backend Engineer

• Develop, maintain, and enhance features on a legacy PHP codebase (PHP 5.6/8, Yii 1/2)
• Collaborate with product and engineering teams to understand business requirements and deliver on tight timelines
• Lead by example in writing clean, scalable, and well-documented code
• Provide technical leadership and mentorship to junior and mid-level developers
• Take deep ownership of projects—understanding dependencies, identifying risks, and thinking three steps ahead
• Drive high-quality solutions with a focus on performance, maintainability, and scalability
• Debug and profile applications using tools like xDebug
• Contribute to front-end development using Vue.js 2, Vuex, axios, jQuery, SCSS, and HTML

Head of Customer Support

Senior PHP Developer