EverPro is looking for a Customer Experience Systems Strategist to join our Systems Operations team. In this role, you will own the strategy, implementation, and optimization of the technology that powers our Customer Experience teams across the EverPro portfolio.
In this role you will be responsible for the strategic transformation of the Customer Experience for EverPro’s customers. This will include the selection, implementation, and optimization of the technology that power our Customer Experience teams.
A major focus of this role will be helping our businesses modernize their CX technology stack, including the implementation and optimization of Fin (formerly Intercom), customer support platforms, and AI-powered service tools.
Responsibilities
- Own CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization.
- Lead implementations and expansion of Fin and other AI-powered Customer Experience solutions across our portfolio.
- Partner with CX leaders and Ops partners to understand business objectives, pain points, workflows, and customer journeys and translate them into technology solutions.
- Help teams develop the processes, knowledge, and content required to successfully deploy AI-powered customer service experiences.
- Own or support implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.
- Define implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards.
- Lead data migration and system consolidation efforts when businesses transition from one CX platform to another.
- Manage multiple cross-functional initiatives simultaneously and maintain clear project plans, dependencies, risks, decisions, and stakeholder communications.
- Stay current on emerging AI and Customer Experience technology and identify opportunities to improve customer experiences while increasing operational efficiency.
Skills and Experience needed for success in this role:
- 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
- Hands-on experience with Fin or a comparable AI-powered customer service platform strongly preferred.
- Experience leading technology implementations from requirements gathering and solution design through launch and adoption.
- Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting.
- Experience designing or implementing workflows that combine AI, automation, and human-assisted customer service.
- Demonstrated ability to translate business requirements into scalable technology solutions.
- Excellent written and verbal communication skills, including the ability to communicate technical concepts to non-technical stakeholders.
- Comfortable operating in a fast-paced environment with multiple businesses, technology stacks, and competing priorities.
- Strong attention to detail combined with the ability to think strategically about the broader customer experience.
Nice to Have
- Experience implementing AI agents, chatbots, or generative AI within Customer Support or Customer Success organizations.
- Experience with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS platforms.
- Experience consolidating multiple Customer Support or Customer Success organizations onto a common technology stack.
- Experience working within a multi-brand, portfolio, or SaaS organization.
- Experience developing business cases and measuring ROI for CX technology and automation investments.
Where: Canada Remote
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in Canada– 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 travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
Benefits and Perks
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust wellness benefits, including an annual wellness stipend
- 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you
- Employee Stock Purchase Program
- Registered Retirement Savings Plan (RRSP) with 4% company match
Compensation: The target base compensation for this position is $120,000–$140,000 CAD per year in most Canada 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.
