EverHealth
healthcare technology
SeniorManagerofSupport(L1)
“Senior Manager of Support (L1) at EverHealth. Skills: Lead and develop a high-performing Tier 1 Support organization, Manage and coach frontline leaders, Deliver seamless omnichannel customer experiences, Optimize channel strategy, workflows, and automation, Champion AI-first support transformation initiatives, Use analytics, QA insights, and customer feedback to identify operational gaps, Own operational KPIs, dashboards, and business reviews, Drive data-informed staffing, process, and workflow”
What You'll Achieve.
overall performance, strategy, operational excellence, and customer outcomes of the frontline support team; measurable customer satisfaction improvements; improve efficiency without compromising customer experience; delivering fast, empathetic, and high-quality experiences at scale; ensuring service levels and support quality standards are consistently met; improve accessibility, efficiency, and AI containment effectiveness; improve support outcomes; leadership visibility into trends, risks, and improvement opportunities; balancing customer experience, employee experience, and cost efficiency
Industry & Context.
resolve root-cause issues; identify operational gaps; reduce friction
must be eligible to work without sponsorship, may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America (not to exceed 10% in any given year)
What They're Looking For.
Must Have
5+ years of experience leading high-volume customer support organizations, 3+ years managing managers, supervisors, or large frontline support teams, Proven success managing omnichannel support environments including phone, email, and chat, Demonstrated experience improving customer satisfaction and operational KPIs at scale, Experience implementing or operating within AI-augmented support environments, workforce management and operational planning experience
Nice to Have
Bachelor’s degree in business, computer science, healthcare management or related field, Experience in SaaS, healthcare technology, or other complex technical support environments
What You'll Do.
Lead and develop a high-performing Tier 1 Support organization across phone
and AI-assisted channels
Manage and coach frontline leaders while fostering accountability
and continuous improvement
Establish clear performance expectations
and career development plans to drive engagement and retention
Deliver seamless omnichannel customer experiences while ensuring service levels and support quality standards are consistently met
Optimize channel strategy
and automation to improve accessibility
and AI containment effectiveness
Champion AI-first support transformation initiatives
including self-service
and proactive support capabilities
and customer feedback to identify operational gaps
and improve support outcomes
providing leadership visibility into trends
and improvement opportunities
Drive data-informed staffing
and workflow decisions while balancing customer experience
How You'll Work.
Team & Collaboration
Partner cross-functionally with Product, Engineering, Customer Success, Training, and Operations teams to resolve root-cause issues and enhance customer experience
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