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://careers.evercommerce.com/us/en
We are seeking a highly strategic and operationally driven Senior Manager of Support to lead our Level 1 Support organization in a fast-paced, high-volume, omnichannel healthcare technology environment. This leader will be responsible for the overall performance, strategy, operational excellence, and customer outcomes of the frontline support team across phone, email, chat, and AI-augmented support channels.
The ideal candidate is a proven people leader with deep experience scaling and optimizing omnichannel support operations, driving measurable customer satisfaction improvements, and leveraging AI, workforce management, and operational analytics to improve efficiency without compromising customer experience. This role requires a strong balance of leadership, data-driven decision making, process optimization, and customer advocacy.
This leader will play a critical role in transforming Support into a modern, AI-first, customer-centric organization focused on delivering fast, empathetic, and high-quality experiences at scale.
Key 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.
Skills and Experience needed for success in this role:
Bachelor’s degree in business, computer science, healthcare management or related field is preferred
5+ years of experience leading high-volume customer support organizations.
