EverHealth - Head of Customer Support (Remote, US)
About The Position
We are hiring a Head of Customer Support to lead our reactive Support organization at EverHealth, 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 EverHealth 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.
Requirements
- 10+ years leading Customer Support or call center operations in a SaaS or technology-driven environment, Healthcare and MedTech 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
Nice To Haves
- 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
Responsibilities
- 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
Benefits
- 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 Stock Purchase Program
- Student Loan Repayment Program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
