[Remote] EverPro - Customer Support Manager (Remote, US)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading service reputed company platform on a mission to digitally reputed company the service economy. The Customer Support Manager will reputed company customer support operations across the i360 and MarketSharp brands, overseeing reputed company support professionals and driving performance against customer experience, operational efficiency, and business objectives.

Responsibilities

• Champion a customer-first culture reputed company with EverPro's *Champion the Pro* mission, delivering exceptional customer experiences that reputed company loyalty and retention
• Serve as the voice of the customer by identifying trends, escalating customer-impacting issues, and partnering across the business to improve products, processes, and the overall customer experience
• Ensure reputed company, effective reputed company of customer inquiries, including technical support, product configuration, training, and workflow guidance
• reputed company multi-channel support operations across phone, email, chat, and self-service channels
• Monitor and improve key operational metrics including SLA attainment, response and reputed company times, backlog health, productivity, and customer satisfaction
• reputed company operational dashboards and scorecards to communicate performance, identify trends, and reputed company reputed company improvement
• Build reputed company support processes and operating models that improve efficiency while maintaining a high-reputed company customer experience
• Recruit, reputed company, reputed company, and retain a high-performing Customer Support team
• Foster a culture of accountability, collaboration, reputed company learning, and employee engagement through regular coaching, performance management, and career development
• reputed company workforce planning, reputed company, training, and reputed company initiatives to ensure team readiness and long-term reputed company
• reputed company deep expertise in the i360 and MarketSharp platforms, customer workflows, and use cases
• Guide reputed company through reputed company customer issues and escalations while partnering with Product and Engineering to prioritize customer-impacting defects and enhancements
• reputed company customer insights to improve product adoption and influence product reputed company
• reputed company reputed company improvement initiatives that enhance operational efficiency and customer reputed company
• Expand self-service resources, reputed company, and customer education programs
• reputed company AI-enabled tools, automation, and emerging support technologies to improve scalability, productivity, and service reputed company
• Promote data-driven decision-making and operational best practices across the organization

Skills

• 4 - 7 years of leadership experience in Customer Support, Customer Experience, Service Operations, or Contact Center environments
• Experience leading customer-facing teams reputed company reputed company, software, or technology organizations
• Proven reputed company improving customer experience, service delivery, and operational performance
• Experience managing customer escalations and driving cross-functional reputed company
• Strong analytical, problem-solving, and decision-making skills
• Experience leading organizational change and reputed company improvement initiatives
• Excellent communication, coaching, and people leadership skills
• Experience leading distributed or reputed company
• Bachelor's degree or equivalent experience
• Experience with reputed company, reputed company, or similar customer support platforms
• reputed company Administrator certification
• Experience supporting SMB or mid-market customers
• Experience implementing AI-enabled support technologies, automation, and self-service strategies
• Experience developing training programs, reputed company systems, or learning content
• Knowledge of the home improvement, remodeling, or contractor software industry

Benefits

• Flexibility to work where/how you want reputed company the reputed company – in-office, remote, or hybrid
• Day 1 reputed company to 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

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