EverPro - CX Business Systems Analyst (Remote, Canada)

EverCommerce; United States; Teletrabalho; USD 86 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexibility to work where/how you want

Wellness stipend

3 weeks vacation + floating holidays

Employee Stock Purchase Program

RRSP with 4% company match

Resumo da oferta

EverCommerce seeks a Customer Experience Systems Strategist to own strategy, implementation, and optimization of CX technology powering the EverPro family. You will drive Fin and AI-powered CX solutions, aligning CX tech with business goals across multiple brands.

The role focuses on modernizing CX stacks and delivering scalable technology solutions, with remote Canada eligibility and travel to North America as needed.

Qualificações

• 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
• Hands-on experience with Fin or a comparable AI-powered customer service platform
• Experience leading technology implementations from requirements gathering and solution design through launch and adoption.
• Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting.
• Experience designing or implementing workflows that combine AI, automation, and human-assisted customer service.
• Demonstrated ability to translate business requirements into scalable technology solutions.
• Excellent written and verbal communication skills, including the ability to communicate technical concepts to non-technical stakeholders.
• Comfortable operating in a fast-paced environment with multiple businesses, technology stacks, and competing priorities.
• Strong attention to detail combined with the ability to think strategically about the broader customer experience.

Responsabilidades

• Own CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization.
• Lead implementations and expansion of Fin and other AI-powered Customer Experience solutions across our portfolio.
• Partner with CX leaders and Ops partners to understand business objectives, pain points, workflows, and customer journeys and translate them into technology solutions.
• Help teams develop the processes, knowledge, and content required to successfully deploy AI-powered customer service experiences.
• Own or support implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.
• Define implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards.
• Lead data migration and system consolidation efforts when businesses transition from one CX platform to another.
• Manage multiple cross-functional initiatives simultaneously and maintain clear project plans, dependencies, risks, decisions, and stakeholder communications.
• Stay current on emerging AI and Customer Experience technology and identify opportunities to improve customer experiences while increasing operational efficiency.

Conhecimentos

CX platforms

Fin AI-powered platform

SaaS implementations

Requirements gathering

Communication skills

Ferramentas

Zendesk

Salesforce Service Cloud

Planhat

ChurnZero

Descrição da oferta de emprego

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 atEverCommerce.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.

EverPro is looking for a Customer Experience Systems Strategist to join our Systems Operations team. In this role, you will own the strategy, implementation, and optimization of the technology that powers our Customer Experience teams across the EverPro portfolio.

In this role you will be responsible for the strategic transformation of the Customer Experience for EverPro’s customers. This will include the selection, implementation, and optimization of the technology that power our Customer Experience teams.

A major focus of this role will be helping our businesses modernize their CX technology stack, including the implementation and optimization of Fin (formerly Intercom), customer support platforms, and AI-powered service tools.

Responsibilities

• Own CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization.
• Lead implementations and expansion of Fin and other AI-powered Customer Experience solutions across our portfolio.
• Partner with CX leaders and Ops partners to understand business objectives, pain points, workflows, and customer journeys and translate them into technology solutions.
• Help teams develop the processes, knowledge, and content required to successfully deploy AI-powered customer service experiences.
• Own or support implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.
• Define implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards.
• Lead data migration and system consolidation efforts when businesses transition from one CX platform to another.
• Manage multiple cross-functional initiatives simultaneously and maintain clear project plans, dependencies, risks, decisions, and stakeholder communications.
• Stay current on emerging AI and Customer Experience technology and identify opportunities to improve customer experiences while increasing operational efficiency.

Skills and Experience needed for success in this role:

• 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
• Hands‑on experience with Fin or a comparable AI‑powered customer service platform strongly preferred.
• Experience leading technology implementations from requirements gathering and solution design through launch and adoption.
• Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self‑service, customer communications, and reporting.
• Experience designing or implementing workflows that combine AI, automation, and human‑assisted customer service.
• Demonstrated ability to translate business requirements into scalable technology solutions.
• Excellent written and verbal communication skills, including the ability to communicate technical concepts to non‑technical stakeholders.
• Comfortable operating in a fast‑paced environment with multiple businesses, technology stacks, and competing priorities.
• Strong attention to detail combined with the ability to think strategically about the broader customer experience.

Nice to Have

• Experience implementing AI agents, chatbots, or generative AI within Customer Support or Customer Success organizations.
• Experience with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS platforms.
• Experience consolidating multiple Customer Support or Customer Success organizations onto a common technology stack.
• Experience working within a multi‑brand, portfolio, or SaaS organization.
• Experience developing business cases and measuring ROI for CX technology and automation investments.

Where:

Canada Remote
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., 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 Canada– 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 wellness benefits, including an annual wellness stipend
• 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you
• Employee Stock Purchase Program
• Registered Retirement Savings Plan (RRSP) with 4% company match

Compensation:

The target base compensation for this position is $120,000–$140,000 CAD per year in most Canada 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.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

EverCommerce uses approved artificial intelligence (“AI”) tools to support its business operations. Employees are encouraged to use authorized AI tools, when appropriate for their roles, to improve efficiency, quality, and innovation. All AI use must comply with company policies, including requirements concerning confidentiality, data security, intellectual property, accuracy, and human review. Employees remain responsible for reviewing and validating AI‑assisted work.