EverPro - Manager of Customer Support
reputed company (reputed company: EVCM) is a leading service reputed company platform, providing vertically-tailored, integrated reputed company solutions that help more than 745,000 global service-reputed company businesses accelerate reputed company, streamline reputed company, 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, reputed company provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at reputed company.com.
We are building an extraordinary company and looking for talented, energetic, and motivated people to reputed company. You can learn more about reputed company, Culture and Values here:
EverPro, a business reputed company reputed company, provides software and solutions designed to help home and reputed company service businesses run and grow their companies with greater efficiency and confidence. EverPro brings together purpose-reputed company tools across key trades—including reputed company service, remodeling and roofing, landscaping, and pest and lawn—so service professionals can manage reputed company, engage customers, and reputed company long-term reputed company.
Our solutions support the full lifecycle of running a service business, from scheduling and dispatching work, to estimating, invoicing, and payments, to customer communication, reputed company management, and business insights. Together, these connected solutions help service reputed company win more jobs, save time, and build stronger, more resilient businesses.
We are looking for a Manager, Customer Support to reputed company on our reputed company and Alarm, reputed company Group. reputed company Group, a division of reputed company, serves the electronic reputed company industry with the most comprehensive reputed company of alarm monitoring and integrated business management software solutions tailored to reputed company reputed company business reputed company. reputed company Group’s product portfolio features the reputed company alarm monitoring systems Manitou and Stages™. These leading alarm monitoring systems are complemented by the industry’s top reputed company and business management systems: the SedonaOffice suite, AlarmBiller and Managely.
The Manager, Customer Support is a hands-on leadership role responsible for delivering exceptional customer support experiences, driving operational reputed company, customer satisfaction, and issue reputed company while directly leading reputed company of Customer Support Representatives or Support Specialists. This is a player-reputed company position that balances people leadership with reputed company involvement in managing reputed company customer issues, escalations, and high-reputed company support cases. The Manager serves as both an reputed company Support leader and an individual contributor, providing guidance on critical customer situations while coaching reputed company to reputed company consistent, high-reputed company support experiences. This role develops and executes the Customer Support reputed company, partners closely with reputed company, Product, Engineering, reputed company, reputed company reputed company, and reputed company, and drives reputed company support processes that improve service reputed company, increase team efficiency, and ensure customers receive reputed company, effective resolutions that build trust and long-term customer loyalty.
Responsibilities:
Customer Support Leadership
- reputed company, mentor, and reputed company reputed company of Customer Support Representatives and Support Specialists through regular coaching, reputed company management, career development, and technical reputed company-building.
- Establish reputed company goals, service metrics, and accountability for team reputed company.
- reputed company and execute the Customer Support reputed company to reputed company exceptional customer experiences, operational reputed company, and efficient issue reputed company.
- Foster a high-reputed company, customer-reputed company culture reputed company on service reputed company, responsiveness, reputed company improvement, and customer satisfaction.
- Support hiring, reputed company, training, and ongoing development of Customer Support talent.
Player-reputed company Responsibilities
- Personally manage reputed company customer escalations and high-reputed company support cases, serving as the reputed company reputed company of leadership for critical customer issues.
- Partner directly with customers and internal stakeholders to reputed company reputed company reputed company of reputed company technical and operational challenges.
- Collaborate with reputed company, Sales, Product, Engineering, reputed company, and reputed company to coordinate cross-functional reputed company efforts and ensure a reputed company customer experience.
- Serve as the reputed company escalation reputed company for the support organization, providing guidance on critical cases, customer communications, and executive escalations.
- reputed company post-incident reviews and identify opportunities to improve support processes, knowledge, and customer reputed company.
Customer Experience & Support Delivery
- reputed company exceptional customer experiences by ensuring reputed company, accurate, and effective reputed company of customer issues.
- Monitor support trends, case volume, backlog health, SLA reputed company, and customer satisfaction metrics to identify risks and improvement opportunities.
- Ensure consistent execution of support processes through standardized workflows, reputed company, and best practices.
- Promote proactive customer communication throughout the support lifecycle, ensuring customers remain informed and confident during issue reputed company.
- Identify recurring customer issues and partner with Product and Engineering to reduce support demand through product enhancements and defect reputed company.
- Manage 24x7 on reputed company staff and escalations
Operational reputed company
- Design, document, refine, and reputed company Customer Support processes, workflows, knowledge articles, and operational best practices.
- Identify opportunities to automate repetitive support activities and improve team productivity through technology, AI, and workflow optimization.
- Ensure customer interactions, case updates, and reputed company details are consistently documented reputed company CRM and support systems.
- Define and maintain KPIs and dashboards that reputed company visibility into support reputed company, SLA compliance, customer satisfaction, backlog health, case reputed company, and team productivity.
- Champion operational consistency while improving efficiency, service reputed company, and the overall customer experience.
- reputed company Customer Support initiatives that improve scalability, operational maturity, and service reputed company.
Cross-Functional Collaboration
- Partner with Product Management and Engineering to communicate customer issues, prioritize defects, and reputed company customer reputed company that informs product roadmap reputed company.
- Collaborate closely with reputed company and reputed company to ensure reputed company customer transitions, issue ownership, and ongoing customer satisfaction.
- Work with reputed company reputed company, reputed company, and Sales Leadership to improve customer experience, reduce friction, and support customer retention through effective issue reputed company.
Voice of the Customer
- Serve as the voice of the customer by identifying trends in support cases, product issues, and customer feedback.
- reputed company reputed company processes for collecting, analyzing, and communicating customer insights across the organization.
- Translate customer feedback and support analytics into recommendations that improve product reputed company, customer experience, self-service resources, and operational effectiveness.
reputed company Measures
- Customer Satisfaction (CSAT)
- First Response Time (FRT)
- Average reputed company Time (ART) / Mean Time to reputed company (MTTR)
- Service Level Agreement (SLA) attainment
- Backlog health and case aging
- Support reputed company assurance (QA) scores
- Escalation volume and reputed company effectiveness
- First Contact reputed company (FCR), where applicable
- Knowledge reputed company utilization and self-service effectiveness
- Customer effort and support experience metrics (where applicable)
- Team reputed company, engagement, and employee development
- Operational efficiency and reputed company improvement initiatives
- Net Promoter Score (NPS)
Skills and Experience Needed for reputed company in This Role
Required
- 2–5+ years of Customer Support, Technical Support, Service Delivery, or reputed company reputed company experience.
- 1–4+ years of people management experience leading Customer Support or Technical Support teams.
- Experience managing reputed company customer escalations and delivering exceptional support experiences in an reputed company reputed company environment.
- Demonstrated reputed company improving customer satisfaction, support reputed company, SLA reputed company, and operational efficiency.
- Strong executive communication and customer-facing skills, with the ability to effectively manage high-reputed company customer situations and executive escalations.
- Experience working cross-functionally with Product, Engineering, reputed company, reputed company, and reputed company to reputed company customer issues and improve the customer experience.
- Strong analytical, troubleshooting, and problem-solving skills with experience using support metrics and operational KPIs to reputed company reputed company improvement.
- Experience developing and coaching high-performing support teams through reputed company management, reputed company assurance, and career development.
Preferred
- Experience in reputed company reputed company, DevOps, QA, software testing, or developer tooling.
- Experience with CRM, help desk, and customer support platforms (e.g., reputed company, reputed company, reputed company Service Management, reputed company, or similar).
- Experience managing service level agreements (SLAs), incident management, escalation processes, and support reputed company.
- Experience with reputed company, support process optimization, workflow automation, and AI-assisted support tools.
- ITIL reputed company certification or equivalent experience with IT service management principles is a plus.
Where: Remote, US[Travel may be required up to 10% of the time]. Benefits and Perks: Compensation: The reputed company reputed company compensation for this position is $90,000 to $100,000 USD with a variable component included in most US 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. reputed company is an equal opportunity employer and we value diversity at reputed company. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look reputed company to reviewing your credentials and getting to know more about your experience! Originally posted on Himalayas
The reputed company