About EverService Holdings, LLC:

EverService Holdings, LLC is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company goes to market with vertically-integrated, industry-leading brands including Alert Communications, Blue Corona, Nexa Receptionists, Mid-State Communications, Client Chat Live, Mainline Telecommunications, and Nexa Healthcare. With over 700 employees, EverService is headquartered in Phoenix, AZ with additional locations in Camarillo, CA, Richmond, VA, Charlotte, NC and Austin, TX.

Summary of Position:

The Support & Training Lead will be responsible for overseeing all support-related activities and developing training and documentation processes. Initially, you will personally handle support tasks while building and leading a scalable support team. You will collaborate closely with the development team to resolve technical issues and with the product team to provide feedback and raise concerns. This role is critical to the growth and success of our support and training function.

Position Responsibilities:

• Stay updated on platform updates, roadmaps, current market trends, metrics, and technologies
• Triage, manage, and resolve support tickets, handling simple and complex issues
• Identify prioritization of requests to ensure appropriate resolution of issues and tickets
• Collaborate with the development team to troubleshoot technical issues and escalate more complex problems to the appropriate team members when necessary
• Ensure all support tickets are handled within service level agreements (SLAs) and identify and resolve bottlenecks or delays
• Ensure timely and consistent communication with requesters on resolution progress, roadblocks, and resolution
• Develop clear, concise, and comprehensive documentation for internal teams and external clients, reducing the volume of recurring support requests
• Create and deliver training materials for both internal teams and customers, focusing on improving the understanding and usage of our SaaS and AI-driven tools
• Help recruit and manage a high-performing support team, ensuring the team follows established processes and delivers high-quality support
• Work closely with the development and product teams to raise issues, track progress, and provide feedback on recurring problems or feature requests
• Track and report key metrics related to ticket resolution times, common issues, and documentation effectiveness to improve processes and ensure SLAs are maintained with high customer satisfaction
• Build, manage, and continuously improve a self-service knowledge base for internal and external use

Requirements

• 3+ years in a customer support or training role, ideally in a SaaS environment, with experience working independently and taking ownership of processes
• High attention to detail and output quality
• Experienced in and comfortable working with data, including running SQL and NoSQL (MongoDB, etc.) queries, using Postman, using multi-dimensional analysis tools (pivot-tables, etc.), troubleshooting technical issues, and working with SaaS and AI-driven tools
• Proven ability to write clear and effective documentation for technical and non-technical audiences
• Experience creating and delivering training materials for internal and external users
• Strong interpersonal skills to interact with clients, team members, and cross-functional teams
• Experience with developing and refining support processes to improve efficiency and customer satisfaction
• A self-starter mentality with a desire to grow the support function and lead a team
• Proficient with support ticketing systems such as Zendesk, Freshdesk, or similar, and project management tools like Jira or Trello
• Experience working with SaaS analytics platforms, AI tools, or related technologies preferred
• Familiarity with managing and scaling support teams
• Knowledge of best practices for creating self-service support systems
• Experience with digital marketing platforms and metrics preferred

We’ve got you covered:

EverService is proud to offer a variety of benefits to support employees and their families, including:

• Medical/Vision, Dental, Retirement
• Life Insurance
• Sick Time
• Paid Time Away (PTO)

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.