EverHealth - Head of Customer Support (Remote, US)

EverCommerce (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 Role

We 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 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

Required Qualifications

• 10+ years leading Customer Support or call center operations in a SaaS or technology-driven environment, Healthcare and MedTech experience a plus
• Proven experience managing multi-tier support organizations with managers reporting to you
• Deep expertise in call center metrics, workforce management, and operational performance
• Experience managing offshore teams and BPO partners
• Strong cross-functional leadership skills with the ability to influence Product, Engineering, and Finance partners
• Demonstrated success leveraging automation, AI, or advanced tooling in Support
• Highly organized operator with strong attention to detail and follow-through

Preferred Qualifications

• Experience navigating HIPAA-compliant environments or regulated industries
• Background in healthcare technology, digital health, or clinical systems
• Strategic mindset with the ability to influence product and business decisions through data and customer insight
• MBA or relevant advanced degree a plus

Where: This is a remote role, however, proximity to Denver, CO is a plus. Expected travel, 1/quarter if not located in the Denver area

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, 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 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 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 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
• Student Loan Repayment Program

Compensation: The 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.