EverHealth - Head of Customer Support; Remote

Overview

Ever Commerce (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 Ever Pro, Ever Health, and Ever Well brands specializing in Home, Health, and Wellness service industries, Ever Commerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications.

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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:

About The Role

We are hiring a Head of Customer Support to lead our reactive Support organization at Ever Health, 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 Ever Health 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.

• 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

• 10+ years leading Customer Support or call center operations in a SaaS or technology-driven environment, Healthcare and Med Tech 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

• 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

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

• 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…