Job Overview
Location
Remote- US
Job Type
Full-time
Category
Operations
Date Posted
May 20, 2026
Full Job Description
đź“‹ Description
- • Lead and develop a high-performing Tier 1 Support organization across phone, chat, email, self-service, and AI-assisted channels to ensure fast, empathetic, and high-quality customer experiences at scale.
- • Manage and coach frontline leaders while fostering accountability, customer obsession, and continuous improvement through clear performance expectations, operational rhythms, and career development plans.
- • Champion AI-first support transformation initiatives, including self-service, AI augmentation, and proactive support capabilities, while optimizing channel strategy, workflows, and automation to improve accessibility, efficiency, and AI containment effectiveness.
- • Use analytics, QA insights, and customer feedback to identify operational gaps, reduce friction, and improve support outcomes, partnering 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 while driving data-informed staffing, process, and workflow decisions that balance customer experience, employee experience, and cost efficiency.
🎯 Requirements
- • 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
- • 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
Skills & Technologies
About EverCommerce Inc.
EverCommerce provides vertical software and payments platforms for service-based small and medium businesses. The company offers integrated SaaS solutions that streamline operations, marketing, customer engagement, and payments across health and wellness, home services, and fitness markets. Its cloud-based tools help businesses manage scheduling, billing, client relationships, and workforce operations. EverCommerce serves over 700,000 customers globally through a portfolio of brands including DrChrono, ServiceTitan, and Mindbody. The company went public in 2021 and is headquartered in Denver, Colorado.
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