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EverCommerce · 1 day ago

EverHealth - Head of Customer Support (Remote, US)

United States

Full-time

Remote

Director/Executive

$160K/yr - $170K/yr

10+ years exp

EverCommerce is a leading service commerce platform, and they are seeking a Head of Customer Support to lead their reactive Support organization at EverHealth. This role involves managing a high-volume Support team to deliver a best-in-class customer experience across multiple product lines.

Digital MediaFinancial ServicesSoftware

No H1B

Responsibilities

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

Qualification

Customer Support LeadershipCall Center OperationsAIAutomationSaaS ExperienceHealthcare TechnologyCross-Functional LeadershipTeam DevelopmentAttention to DetailStrategic Mindset