EverPro – Head of Customer Support

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 700,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries. 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.  

Business/Vertical:

The EverPro business within EverCommerce offers business management solutions that help home and field service small businesses work more efficiently and improve every touchpoint with their customers.  Software solutions customized for field services, landscaping, pest and lawn, remodeling and roofing help these businesses with everything from scheduling and tracking jobs, to quoting, invoicing and payments processing, to customer relationship, review and reputation management. 

Role Summary:

EverPro is seeking a proven, strategic, and operationally strong Head of Customer Support to lead our support organization through its next phase of growth. This role is critical to delivering an exceptional customer experience across our portfolio of SaaS solutions.

As the Head of Customer Support, you will be responsible for building and scaling a high-performing support team, optimizing service operations, and aligning support strategy with our broader CX goals. This is a highly visible leadership role with significant impact on customer satisfaction, retention, and operational efficiency.

Responsibilities:

Strategy & Leadership

• Develop and execute a long-term support strategy that delivers consistent, high-quality service and scales with business growth.
• Align support initiatives with EverPro’s customer experience vision, objectives, and operational OKRs.
• Drive a proactive, data-driven, and customer-first support culture.

Team Management & Development

• Lead, mentor, and grow a team of support professionals and leaders.
• Promote a culture of accountability, continuous learning, and high performance.
• Foster engagement, retention, and career development across the team.

Operational Excellence

• Oversee daily support operations with a focus on SLA performance, service quality, and issue resolution.
• Streamline workflows and implement tools and processes that improve speed, consistency, and scalability.
• Ensure the team is prepared for evolving product offerings, system upgrades, and organizational changes.

Data & Performance Insights

• Analyze performance metrics to drive continuous improvement across support channels.
• Own and report on key operational KPIs including FRT, AHT, FCR, QA Score, and ticket volumes.
• Use insights to reduce friction, improve escalation management, and enhance the customer journey.

Cross-Functional Collaboration

• Partner with Product, Sales, Marketing, and IT to ensure aligned execution and feedback loops.
• Influence product and process improvements through customer insights and support data.

Customer Advocacy

• Serve as a champion for the voice of the customer.
• Proactively identify pain points that impact the customer experience and business outcomes.

Skills and Experience needed for success in this role:

• 10+ years of progressive leadership experience in customer support or service delivery, ideally within SaaS, B2B, or high-growth technology environments.
• Proven ability to scale global or multi-location support teams and operations.
• Strong understanding of support technologies (e.g., Zendesk, Salesforce, ticketing platforms, analytics dashboards).
• Deep experience with key CX and support metrics, including FRT, AHT, FCR, CSAT, QA, etc., and how to influence them.
• Demonstrated success driving transformation and operational change through people, process, and technology.
• Excellent communication, collaboration, and stakeholder management skills across all levels of the organization.
• Strategic thinker with strong execution skills with an ability to lead both vision and action.
• Empathetic, custom