EverHealth - Head of Customer Support (Remote, US)

OverviewEverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/About The RoleWe are hiring a Head of Customer Support to lead our reactive Support organization at EverHealth, responsible for leading a high-volume Support team to deliver a best-in-class experience at scale and across multiple product lines. This role is accountable for delivering a consistent, high-quality reactive customer support, for all customers within the EverHealth portfolio.This is a senior, hands-on leadership role responsible for running a modern, metrics-driven support operation. You will lead multiple managers, oversee a blended onshore and offshore model including BPO partners, and partner closely with Product, Engineering, Finance, and CX leaders to resolve customer issues and reduce friction across the customer journey.Reporting to the VP of Customer Experience, this role is critical to how customers experience our company when they need us most.Key ResponsibilitiesBuild 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 adherenceDrive customer satisfaction, resolution quality, and SLA performance across all support interactionsEstablish strong operational command and control, including clear escalation paths and real-time visibility into performancePartner cross-functionally with Product, Engineering, Finance, and GTM teams to prioritize customer issues and influence roadmap decisionsManage offshore teams and BPO partners, including vendor performance and continuous improvementChampion AI, automation, and modern tooling to improve efficiency, scale, and agent experienceDevelop and coach managers to build disciplined, accountable, and engaged teamsServe as a senior point of escalation for high-impact customer issuesRequired Qualifications10+ years leading Customer Support or call center operations in a SaaS or technology-driven environment, Healthcare and MedTech experience a plusProven experience managing multi-tier support organizations with managers reporting to youDeep expertise in call center metrics, workforce management, and operational performanceExperience managing offshore teams and BPO partnersStrong cross-functional leadership skills with the ability to influence Product, Engineering, and Finance partnersDemonstrated success leveraging automation, AI, or advanced tooling in SupportHighly organized operator with strong attention to detail and follow-throughPreferred QualificationsExperience navigating HIPAA-compliant environments or regulated industriesBackground in healthcare technology, digital health, or clinical systemsStrategic mindset with the ability to influence product and business decisions through data and customer insightMBA or relevant advanced degree a plusWhereThis is a remote role, however, proximity to Denver, CO is a plus. Expected travel, 1/quarter if not located in the Denver areaBenefits and PerksFlexibility to work where/how you want within your country of employment – in-office, remote, or hybridRobust health and wellness benefits, including an annual wellness stipend401k with up to a 4% match and immediate vestingFlexible and generous (FTO) time-offEmployee Stock Purchase ProgramStudent Loan Repayment ProgramCompensationThe target base compensation for this position is $160,000 to $170,000 per year with an incentive variable in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experienceSeniority levelExecutiveEmployment typeFull-timeJob functionOtherIndustriesSoftware Development #J-18808-Ljbffr