EverPro - Manager of Customer Support

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 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/

EverPro, a business within EverCommerce, provides software and solutions designed to help home and field service businesses run and grow their companies with greater efficiency and confidence. EverPro brings together purpose-built tools across key trades—including field service, remodeling and roofing, landscaping, and pest and lawn—so service professionals can manage operations, engage customers, and drive long-term growth.

Our solutions support the full lifecycle of running a service business, from scheduling and dispatching work, to estimating, invoicing, and payments, to customer communication, reputation management, and business insights. Together, these connected solutions help service pros win more jobs, save time, and build stronger, more resilient businesses.

We are looking for a Manager, Customer Support to focus on our Security and Alarm, Bold Group. Bold Group, a division of EverCommerce, serves the electronic security industry with the most comprehensive array of alarm monitoring and integrated business management software solutions tailored to achieve optimal business performance. Bold Group’s product portfolio features the renowned alarm monitoring systems Manitou and Stages™. These leading alarm monitoring systems are complemented by the industry’s top accounting and business management systems: the SedonaOffice suite, AlarmBiller and Managely.

The Manager, Customer Support is a hands-on leadership role responsible for delivering exceptional customer support experiences, driving operational excellence, customer satisfaction, and issue resolution while directly leading a team of Customer Support Representatives or Support Specialists. This is a player-coach position that balances people leadership with direct involvement in managing complex customer issues, escalations, and high-impact support cases. The Manager serves as both an experienced Support leader and an individual contributor, providing guidance on critical customer situations while coaching the team to deliver consistent, high-quality support experiences. This role develops and executes the Customer Support strategy, partners closely with Customer Success, Product, Engineering, Professional Services, Revenue Operations, and Operations, and drives scalable support processes that improve service quality, increase team efficiency, and ensure customers receive timely, effective resolutions that build trust and long-term customer loyalty.

Responsibilities:

Customer Support Leadership

• Lead, mentor, and develop a team of Customer Support Representatives and Support Specialists through regular coaching, performance management, career development, and technical skill-building.
• Establish clear goals, service metrics, and accountability for team performance.
• Develop and execute the Customer Support strategy to deliver exceptional customer experiences, operational excellence, and efficient issue resolution.
• Foster a high-performance, customer-centric culture focused on service quality, responsiveness, continuous improvement, and customer satisfaction.
• Support hiring, onboarding, training, and ongoing development of Customer Support talent.

Player-Coach Responsibilities

• Personally manage complex customer escalations and high-impact support cases, serving as the primary point of leadership for critical customer issues.
• Partner directly with customers and internal stakeholders to drive timely resolution of complex technical and operational challenges.
• Collaborate with Customer Success, Sales, Product, Engineering, Professional Services, and Operations to coordinate cross-functional resolution efforts and ensure a seamless customer experience.
• Serve as the primary escalation point for the support organization, providing guidance on critical cases, customer communications, and executive escalations.
• Lead post-incident reviews and identify opportunities to improve support processes, knowledge, and customer outcomes.

Customer Experience & Support Delivery

• Drive exceptional customer experiences by ensuring timely, accurate, and effective resolution of customer issues.
• Monitor support trends, case volume, backlog health, SLA performance, and customer satisfaction metrics to identify risks and improvement opportunities.
• Ensure consistent execution of support processes through standardized workflows, knowledge management, and best practices.
• Promote proactive customer communication throughout the support lifecycle, ensuring customers remain informed and confident during issue resolution.
• Identify recurring customer issues and partner with Product and Engineering to reduce support demand through product enhancements and defect resolution.
• Manage 24x7 on call staff and escalations

Operational Excellence

• Design, document, refine, and scale Customer Support processes, workflows, knowledge articles, and operational best practices.
• Identify opportunities to automate repetitive support activities and improve team productivity through technology, AI, and workflow optimization.
• Ensure customer interactions, case updates, and resolution details are consistently documented within CRM and support systems.
• Define and maintain KPIs and dashboards that provide visibility into support performance, SLA compliance, customer satisfaction, backlog health, case quality, and team productivity.
• Champion operational consistency while improving efficiency, service quality, and the overall customer experience.
• Lead Customer Support initiatives that improve scalability, operational maturity, and service excellence.

Cross-Functional Collaboration

• Partner with Product Management and Engineering to communicate customer issues, prioritize defects, and provide customer impact that informs product roadmap decisions.
• Collaborate closely with Customer Success and Professional Services to ensure seamless customer transitions, issue ownership, and ongoing customer satisfaction.
• Work with Revenue Operations, Operations, and Sales Leadership to improve customer experience, reduce friction, and support customer retention through effective issue resolution.

Voice of the Customer

• Serve as the voice of the customer by identifying trends in support cases, product issues, and customer feedback.
• Develop structured processes for collecting, analyzing, and communicating customer insights across the organization.
• Translate customer feedback and support analytics into recommendations that improve product quality, customer experience, self-service resources, and operational effectiveness.

Success Measures

• Customer Satisfaction (CSAT)
• First Response Time (FRT)
• Average Resolution Time (ART) / Mean Time to Resolution (MTTR)
• Service Level Agreement (SLA) attainment
• Backlog health and case aging
• Support quality assurance (QA) scores
• Escalation volume and resolution effectiveness
• First Contact Resolution (FCR), where applicable
• Knowledge base utilization and self-service effectiveness
• Customer effort and support experience metrics (where applicable)
• Team performance, engagement, and employee development
• Operational efficiency and continuous improvement initiatives
• Net Promoter Score (NPS)

Skills and Experience Needed for Success in This Role

Required

• 2–5+ years of Customer Support, Technical Support, Service Delivery, or related SaaS experience.
• 1–4+ years of people management experience leading Customer Support or Technical Support teams.
• Experience managing complex customer escalations and delivering exceptional support experiences in an enterprise SaaS environment.
• Demonstrated success improving customer satisfaction, support quality, SLA performance, and operational efficiency.
• Strong executive communication and customer-facing skills, with the ability to effectively manage high-impact customer situations and executive escalations.
• Experience working cross-functionally with Product, Engineering, Customer Success, Professional Services, and Operations to resolve customer issues and improve the customer experience.
• Strong analytical, troubleshooting, and problem-solving skills with experience using support metrics and operational KPIs to drive continuous improvement.
• Experience developing and coaching high-performing support teams through performance management, quality assurance, and career development.

Preferred

• Experience in enterprise SaaS, DevOps, QA, software testing, or developer tooling.
• Experience with CRM, help desk, and customer support platforms (e.g., Salesforce, Zendesk, Jira Service Management, Freshdesk, or similar).
• Experience managing service level agreements (SLAs), incident management, escalation processes, and support operations.
• Experience with knowledge management, support process optimization, workflow automation, and AI-assisted support tools.
• ITIL Foundation certification or equivalent experience with IT service management principles is a plus.

Where: Remote, US [Travel may be required up to 10% of the time].
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
• Day 1 access to a 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 to $100,000 USD with a variable component included 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.