Senior Manager of Support
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Job Description
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.
Responsibilities:
- 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:
- 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
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