Position SummaryThe Customer Support Manager is responsible for leading customer support operations across the i360 and MarketSharp brands. This role oversees frontline support professionals while driving performance against customer experience, operational efficiency, employee engagement, and business objectives.
This leader serves as both a people manager and operational leader, partnering closely with Product, Engineering, Customer Success, Account Management, and Enablement teams to advocate for customers and continuously improve the support experience.
What You'll DoCustomer Experience & Service Leadership (15%)- Champion a customer-first culture aligned with EverPro's Champion the Pro mission, delivering exceptional customer experiences that drive loyalty and retention.
- Serve as the voice of the customer by identifying trends, escalating customer-impacting issues, and partnering across the business to improve products, processes, and the overall customer experience.
- Ensure timely, effective resolution of customer inquiries, including technical support, product configuration, training, and workflow guidance.
Operational Excellence (30%)- Lead multi-channel support operations across phone, email, chat, and self-service channels.
- Monitor and improve key operational metrics including SLA attainment, response and resolution times, backlog health, productivity, and customer satisfaction.
- Develop operational dashboards and scorecards to communicate performance, identify trends, and drive continuous improvement.
- Build scalable support processes and operating models that improve efficiency while maintaining a high-quality customer experience.
Team Leadership & Talent Development (20%)- Recruit, develop, coach, and retain a high-performing Customer Support team.
- Foster a culture of accountability, collaboration, continuous learning, and employee engagement through regular coaching, performance management, and career development.
- Lead workforce planning, onboarding, training, and knowledge management initiatives to ensure team readiness and long-term success.
Product & Cross-Functional Leadership (10%)- Develop deep expertise in the i360 and MarketSharp platforms, customer workflows, and use cases.
- Guide the team through complex customer issues and escalations while partnering with Product and Engineering to prioritize customer-impacting defects and enhancements.
- Leverage customer insights to improve product adoption and influence product strategy.
Process Improvement & Innovation (25%)- Drive continuous improvement initiatives that enhance operational efficiency and customer outcomes.
- Expand self-service resources, knowledge management, and customer education programs.
- Leverage AI-enabled tools, automation, and emerging support technologies to improve scalability, productivity, and service quality.
- Promote data-driven decision-making and operational best practices across the organization.
Success MetricsSuccess in this role will be measured by improvements across four key areas:
Customer- Customer Satisfaction (CSAT)
- Customer retention and loyalty
Operations- SLA attainment
- First Contact Resolution (FCR)
- Response and resolution times
- Backlog health
- Team productivity and utilization
People- Employee engagement and retention
- Leadership effectiveness
- Talent development and internal mobility
Business- Operational efficiency
- Self-service and AI adoption
- Continuous improvement outcomes
- Organizational scalability
QualificationsRequired- 4 - 7 years of leadership experience in Customer Support, Customer Experience, Service Operations, or Contact Center environments.
- Experience leading customer-facing teams within SaaS, software, or technology organizations.
- Proven success improving customer experience, service delivery, and operational performance.
- Experience managing customer escalations and driving cross-functional resolution.
- Strong analytical, problem-solving, and decision-making skills.
- Experience leading organizational change and continuous improvement initiatives.
- Excellent communication, coaching, and people leadership skills.
- Experience leading distributed or remote teams.
Preferred- Bachelor's degree or equivalent experience.
- Experience with Zendesk, Salesforce, or similar customer support platforms.
- Salesforce Administrator certification.
- Experience supporting SMB or mid-market customers.
- Experience implementing AI-enabled support technologies, automation, and self-service strategies.
- Experience developing training programs, knowledge management systems, or learning content.
- Knowledge of the home improvement, remodeling, or contractor software industry.
Where:The EverCommerce team is distributed globally, with teams across multiple regions. This role can be based anywhere in the United States - if you're close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require occasional travel to our Corporate Headquarters in Denver, Colorado, or to other office locations within the United States.
Benefits and Perks- Flexibility to work where/how you want within the United States - in-office, remote, or hybrid
- Day 1 access to robust health and wellness benefits, 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
Compensation:The target base compensation for this position is $90,000 - $100,000 + annual bonus per year 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.
