EverHealth - Head of Customer Support (Remote, US)

EverCommerce; Brasil; Híbrido; BRL 660.000 - 936.000; Tempo integral

Resumo da oferta

A leading service commerce platform in Brazil is looking for an experienced leader in Customer Support. In this role, you will build and lead a high-performing team, manage call center operations, and drive customer satisfaction. The ideal candidate has over 10 years of experience in SaaS or technology environments, strong cross-functional leadership skills, and a strategic mindset. This opportunity offers a salary of up to $170,000, with options for in-office, remote, or hybrid work models, and generous benefits including a wellness stipend and flexible time-off policies.

Serviços

Robust health and wellness benefits

401k with up to a 4% match

Flexible time-off policy

Employee Stock Purchase Program

Qualificações

• 10+ years leading Customer Support or call center operations in a SaaS or technology-driven environment.
• Proven experience managing multi-tier support organizations.
• Deep expertise in call center metrics and operational performance.

Responsabilidades

• Build and lead a high-performing Customer Support organization leveraging AI technology.
• Own call center operations including staffing models and scheduling.
• Drive customer satisfaction and resolution quality across all support interactions.

Conhecimentos

Leadership in Customer Support

Cross-functional collaboration

Call center metrics expertise

Workforce management

Formação académica

MBA or relevant advanced degree

Descrição da oferta de emprego

Employer Industry: Service Commerce Platform

Why consider this job opportunity

• Salary up to $170,000 per year
• Flexibility to work in-office, remotely, or in a hybrid model
• Robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous time‑off policy (FTO)
• Employee Stock Purchase Program and Student Loan Repayment Program

What to Expect (Job Responsibilities)

• Build and lead a high-performing Customer Support organization leveraging AI technology
• Own call center operations including staffing models, forecasting, scheduling, and queue management
• Drive customer satisfaction, resolution quality, and SLA performance across all support interactions
• Establish operational command and control, including clear escalation paths and real‑time performance visibility
• Manage offshore teams and BPO partners, including vendor performance and continuous improvement

What is Required (Qualifications)

• 10+ years leading Customer Support or call center operations in a SaaS or technology‑driven environment
• 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

How to Stand Out (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

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