EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, 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, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. 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://www.evercommerce.com/about-us/careers/

EverPro, a business within EverCommerce, provides software and solutions designed to help home and field service businesses run and grow their companies with greater efficiency and confidence. EverPro brings together purpose-built tools across key trades—including field service, remodeling and roofing, landscaping, and pest and lawn—so service professionals can manage operations, engage customers, and drive long-term growth.

Our solutions support the full lifecycle of running a service business, from scheduling and dispatching work, to estimating, invoicing, and payments, to customer communication, reputation management, and business insights. Together, these connected solutions help service pros win more jobs, save time, and build stronger, more resilient businesses.

Customer Experience Systems Strategist

In this role, you will own the strategy,



implementation, and optimization of the technology that powers our Customer Experience teams across the EverPro portfolio. In this role you will be responsible for the strategic transformation of the Customer Experience for EverPro’s customers. This will include the selection, implementation, and optimization of the technology that power our Customer Experience teams. A major focus of this role will be helping our businesses modernize their CX technology stack, including the implementation and optimization of Fin (formerly Intercom), customer support platforms, and AI-powered service tools.

Responsibilities

- Own CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization.
- Lead implementations and expansion of Fin and other AI-powered Customer Experience solutions across our portfolio.
- Partner with CX leaders and Ops partners to understand business objectives, pain points, workflows, and customer journeys and translate them into technology solutions.
- Help teams develop the processes, knowledge, and content required to successfully deploy AI-powered customer service experiences.
- Own or support implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.




- Define implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards.
- Lead data migration and system consolidation efforts when businesses transition from one CX platform to another.
- Manage multiple cross‑functional initiatives simultaneously and maintain explicit project plans, dependencies, risks, decisions, and stakeholder communications.
- Stay current on emerging AI and Customer Experience technology and identify opportunities to improve customer experiences while increasing operational efficiency.

Skills and Experience

- 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
- Hands‑on experience with Fin or a comparable AI‑powered customer service platform strongly preferred.
- Experience leading technology implementations from requirements gathering and solution design through launch and adoption.
- Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self‑service, customer communications, and reporting.
- Experience designing or implementing workflows that combine AI, automation, and human‑assisted customer service.
- Demonstrated ability to translate business requirements into scalable technology solutions.
- Excellent written and verbal communication skills, including the ability to communicate technical concepts to non‑technical stakeholders.
- Comfortable operating in a fast‑paced environment with multiple businesses, technology stacks, and competing priorities.
- Strong attention to detail combined

📌 EverPro - CX Business Systems Analyst (Remote, Canada)
🏢 EverCommerce Solutions
📍 Canada