Fitness North America - Support Services Supervisor (Call Center) (Remote, US)
Support Services Supervisor, Fitness North America – Remote US
At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.
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://careers.evercommerce.com/us/en
We are looking for a Support Services Supervisor to focus on our Support Services departments for ASF Payment Solutions and Club OS. This role will supervise a team of Tier I and Tier II Support Services Specialists. Our expanding company is looking for a talented and driven individual who can leverage their skills to make a huge impact on our business.
The Support Services Supervisor is a leadership role in the Client Services department. The Supervisor is responsible for agent coaching and feedback, client escalations, and focusing on our agent’s day-to-day activities utilizing dashboards and reporting via Salesforce (Incident management software) and our Vonage phone system regardless of product line. The Supervisor will be key in deploying new technology and processes to produce maximum value to our customers. This position will report to the Senior Support Services Manager.
You are an experienced Support and people leader who has experience owning the performance of functions in software or B2B organizations (preferably in a subscription-based or service-oriented industry). You are passionate about the Customer Experience and have leveraged technology, implemented innovative ideas, and influenced necessary workflows to ensure that customers consistently have a delightful experience each and every time they interact with your team. You have a can-do attitude and are willing to roll up your sleeves to tactically execute. You can work in whitespace and build from scratch. You possess a genuine desire to mentor team members, share your knowledge and industry best practices, and to create an environment where people are energized, motivated, and want to grow their careers.
Execute existing processes and monitor new Key Performance Indicators (KPIs) and dashboards to monitor and manage key business processes
Provide input to refine processes and standard operating procedures (SOPs) for all Tier I, Tier II Support Specialists
Provide feedback on training strategies, training materials, and deliver up-training to staff to ensure competency and proficiency in the application of Support Services duties (e.g., domain, competency based, system)
Leverage systems and reports to capture, monitor, and make decisions on service metrics, including any customer feedback or trends in product or service issues
Manage risk to ongoing operations of Club OS and its customers by responding to and managing issues arising during the normal course of business
Provide backfill capacity for support when staffing needs arise
Mentoring, training, and coaching team members
Executing ad hoc projects
Serve as an escalation point for clients and staff members when issues arise
Skills and Experience needed for success in this role:
2+ years in a similar supervisory position focused on call center, member support, and incident management
2+ years’ experience designing, implementing, rolling out multi-channel (e.g. phone, chat, email) and operating communication initiatives to a broad customer base; both in inbound and outbound lines of business
2+ years’ operational experience with marketing, sales, CRM, payments (or similar software platforms)
2+ prior experience working with business platforms like Salesforce and Vonage, as well as excellent MS Office and communication skills
2+ years’ training material, training program development and delivery experience; for internal audiences and customers
Extremely strong data management skills and an ability to synthesize large amounts of data into key points for executive team
Ideal candidate has experience in complex support and account management functions
Strategic thinker who can strategize, implement, improve, and manage both new and existing ideas and tactics
Detail-oriented, data driven, creative, high-energy leader with the ability to inspire others
Ability to take ownership of anything that comes your way
Passionate about inspiring and coaching others
Proven team management, hiring, and coaching skills with a track record of successes leading customer facing teams
Critical thinking and problem-solving abilities
Where: Based originally out of Austin, TX, and Denver, CO, respectively, Club OS and ASF Payment Solutions are now primarily remote. Our collaborative online workspace is filled with high-energy, talented professionals who are passionate about their work and enjoy each other’s company.
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, 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 the United States – 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
Continued investment in your professional development through Udemy
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
The target base compensation for this position is $50k to $55k USD per year 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.
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!