EverPass Media delivers premium live sports content to commercial businesses across the U.S., helping bars, restaurants, and venues create better fan experiences. As we scale, delivering a seamless customer experience, from onboarding to ongoing support, is critical to our success. 

Role Overview 

We’re looking for a remote Customer Support Manager to lead our SMB support team during a critical period of growth. This is a hands-on management role responsible for both day-to-day team operations and helping build the foundation of a scalable support organization. The Customer Support Manager will report directly to the Director of Customer Support and will play a key role in onboarding and developing new team members as we continue to scale.  

Key Responsibilities 

• Manage the day-to-day operations of the SMB support team, including workload distribution, scheduling, and coverage 
• Serve as the primary escalation point for complex SMB customer support issues across hardware and software 
• Lead the onboarding and training of new Customer Support Specialists as the team scales 
• Coach team members on best practices, quality standards, and customer communication 
• Collaborate with the Director of Customer Support to develop and refine support workflows, escalation paths, and team processes 
• Partner with cross-functional teams including Engineering, Operations, and Sales to resolve escalations and surface customer trends 
• Create and maintain internal training materials, knowledge resources, and support documentation 
• Contribute to building a high-performing, customer-first team culture 

Qualifications 

• 3–5+ years of experience in customer support or customer operations, including at least 1–2 years in a supervisory or management role 
• Experience supporting SMB customers in a B2B environment 
• Experience supporting hardware and/or software products preferred 
• Proven ability to coach, develop, and motivate frontline support teams 
• Strong organizational skills with the ability to manage scheduling, queues, and competing priorities 
• Collaborative, proactive, and comfortable working in a fast-paced, customer-first environment 
• Excellent written and verbal communication skills 
• Available to work nights and weekends based on event needs 
• Industry experience in streaming, sports, or tech strongly preferred 

Expected Compensation: The anticipated base salary range for a new hire into this position is $85,000 - $90,000. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About Us:

EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024.

Benefits and Perks: 

• Competitive Compensation 
• Medical, dental, vision, life, and long-term and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days 
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role, you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application.

EverPass is an equal opportunity workplace and an affirmative-action employer. 

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.

EverPass Media delivers premium live sports content to commercial businesses across the U.S., helping bars, restaurants, and venues create better fan experiences. As we scale, delivering a seamless customer experience - from onboarding to ongoing support - is critical to our success. 

Role Overview 

EverPass is hiring an AI & Knowledge Manager to help build, launch, and continuously improve our AI-assisted customer support experience. This role will initially focus on using AI to support SMS/chat deflection for high-volume troubleshooting and setup contacts, especially during peak live-event periods, while also owning the knowledge structure that powers both AI and human support.  

This is a hands-on operational role responsible for configuring AI support workflows, maintaining accurate and usable knowledge content, monitoring performance, identifying failure points, and partnering cross-functionally to improve support scalability and customer experience. 

Key Responsibilities 

AI support automation 

• Configure, test, launch, and optimize AI-assisted support experiences, with initial focus on SMS/chat.
• Build and maintain intents, flows, prompts, response frameworks, fallback paths, and escalation logic.
• Partner with vendors and internal teams to ensure AI workflows reflect approved product, support, billing, hardware, and troubleshooting processes.
• Identify high-volume, repeatable contact drivers that are strong candidates for automation. 
• Monitor AI performance and make ongoing improvements based on real customer interactions.

Knowledge management 

• Own the structure, organization, and quality of the customer operations knowledge base.
• Translate product, setup, billing, troubleshooting, hardware, and support processes into clear, usable content.
• Establish knowledge governance, including content ownership, review cadence, update triggers, taxonomy, tagging, and approval workflows.
• Ensure AI and human support teams are working from accurate, current, and consistent information.
• Partner with Product and Support to keep knowledge aligned with product changes, launches, policies, and known issues.

Live-event readiness 

• Build AI and knowledge readiness plans for major live events.
• Prepare event-specific troubleshooting content, escalation paths, and known-issue workflows.
• Review AI and support performance after major events to identify gaps and improvements.
• Ensure customer-facing AI responses are accurate, clear, and appropriate during high-pressure support windows.

Quality and continuous improvement 

• Review AI conversations and support interactions to identify knowledge gaps, failed intents, unclear responses, and escalation issues.
• Refine AI behavior using real customer data and frontline feedback.
• Partner with Customer Support to improve answer quality, handoff quality, and resolution consistency.
• Balance automation with human support to protect customer experience.

Reporting and performance tracking 

• Track and report AI and knowledge performance metrics, including containment, resolution rate, escalation rate, fallback rate, repeat contact rate, CSAT, and knowledge effectiveness.
• Build practical reporting that helps prioritize improvements.
• Provide recommendations on where automation should expand, where it should pause, and where human support is still required.

Qualifications 

• 4-7 years of experience in Customer Experience, Support Operations, Knowledge Management, Support Automation, or related roles.
• Experience configuring or managing chatbots, AI support tools, automation workflows, or customer self-service platforms. 
• Experience building or maintaining a knowledge base.  
• Strong writing skills with the ability to turn complex processes into clear customer-facing and agent-facing content.
• Analytical mindset with experience using performance data to improve operations.  
• Strong cross-functional collaboration skills.
• Comfort working in a fast-moving environment where processes and ownership may still be maturing.

Preferred Qualifications  

• Experience with SMS, chat, or conversational support channels.
• Experience with AI support tools, virtual agents, LLM-based workflows, or prompt design.
• Experience with troubleshooting, hardware, streaming, SaaS, media, hospitality, or subscription-based support.
• Experience with Zendesk, Salesforce, Aircall, Lorikeet, or similar CX platforms.
• Experience preparing support operations for seasonal spikes, launches, or live-event volume. 

What Success Looks Like 

• Phase-one AI support launches before the target seasonal deadline with controlled scope and clear guardrails. 
• SMS/chat AI successfully deflects or resolves a meaningful share of repeatable troubleshooting/setup contacts.
• Customers receive accurate, fast, and clear answers without unnecessary escalation.
• Human support teams trust the knowledge base and use it consistently.
• Product/process changes are reflected quickly in AI and knowledge content. 
• AI performance improves over time through conversation review, reporting, and continuous optimization.
• Live-event support readiness improves through better content, workflows, and escalation paths 

Expected Compensation: The anticipated base salary range for a new hire into this position is $80,000 - $90,000 + bonus. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About Us:

EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024.

Benefits and Perks: 

• Competitive Compensation 
• Medical, dental, vision, life, and long-term and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days 
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role, you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application.

EverPass is an equal opportunity workplace and an affirmative-action employer. 

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.

EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs - they're key to engaging, entertaining, and understanding their customers to help drive business results. We are poised to leverage our strong leadership, innovative technology, and strategic partnerships to become the go-to destination for on-premises entertainment and marketing.

Role Overview: 
We’re looking for a remote Customer Support Specialist who thrives in a fast-paced, customer-first environment and has a passion for technology, streaming, and sports.
This role is ideal for someone who is detail-oriented, resourceful, and excited about supporting customers using cutting-edge digital signage and streaming platforms. Flexibility and availability on weekends, evenings, and holidays are essential to provide real-time support during high-impact events.
 
Key Responsibilities: 
•    Respond to inbound customer support tickets, guiding issues from initial contact through to resolution
•    Troubleshoot a variety of customer concerns, including device installation, streaming and connectivity issues, and registration for streaming events - ensuring a high level of customer satisfaction throughout
•    Collaborate with Engineering and Product teams to support continuous improvement of our streaming platform
•    Serve as a liaison with outsourced support partners, assisting in escalated conflict resolution and ensuring consistent service quality

Qualifications:
•    Bachelor’s degree preferred
•    Minimum of 2 years of experience in customer service, technical support, or operations
•    Basic understanding of network connectivity, with a strong interest in sports and entertainment
•    Self-motivated and able to work independently in a fast-paced environment
•    Exceptional attention to detail and strong problem-solving skills
•    Clear, patient, and professional communication skills
•    Availability 7 days a week, including weekend and evenings, based on live event schedule 
•    Fluent in spoken and written English, Spanish a plus 
•    Reliable high-speed internet connection capable of streaming up to 4K on multiple devices simultaneously

Location: Remote

Expected Compensation: The anticipated base hourly wage range for a new hire into this position is $20 - $25/hour. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About Us:
EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024.
 
Benefits and Perks: 
•    Competitive Compensation 
•    Medical, dental, vision, life, and long-term and short-term disability insurance
•    Professional Development Programs
•    Access to senior management and mentoring opportunities
•    Employee Recognition Program
•    Paid Parental Leave
•    Mental Health and Recharge Days 
•    401k Match
•    Pre-tax Transportation
•    Employee Assistance Program
•    In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours
 
This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application.

EverPass is an equal opportunity workplace and an affirmative-action employer. We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.

About the Role: EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs—they're key to engaging, entertaining, and understanding their customers to help drive business results. We are poised to leverage our strong leadership, innovative technology, and strategic partnerships to become the go-to destination for on-premise entertainment and marketing.

Ideal candidates will be interested in streaming and digital signage technology, and be able to work Saturdays and Sundays. 

Responsibilities:  

• Confirming streaming schedules with content providers and internal master schedules  

• • Triggering Events On / Off and Monitor for quality control proposes.  
    Events Include:  
    - Everpass NFL Sunday Ticket  
    - Peacock Sports Pass which includes:  
        English Premiere League on Peacock  
        BIG 10 College Football 
        Peacock Exclusive Sunday NFL games
  • Amazon Prime TNF – Thursday Night Football 
  • Ultimate Fighting Championship
  • Paramount+  Champions League 

• Monitoring and escalating any streaming issues with Customer Support and Everpass Exec teams  

• Checking and Assigning DMA Blackouts for out of market packages 

• Confirming signal quality – audio and video checks  

• Communicating with programmer’s NOC and BOC to escalate streaming issues  

Qualifications 

• Currently studying or recent graduated with a focus in Broadcasting or Media Studies.  

• 1 year of Content Streaming or Broadcast Operations Experience preferred  

• Monitoring or technical support experience  

• General understanding of network connectivity   

• Interested in and have an understanding of American sports   

• Motivated self-starter who can work independently  

• Strong focus and attention to detail  

• Strong written and verbal communication skills  

• Available to work Wednesday - Sunday hours may vary depending on live event schedules but will generally be between 7am - 7pm CT hrs in support of scheduled events  

• Proficient in English - spoken and written  

About EverPass: 

EverPass Media is a premier media and technology platform dedicated to commercial businesses. We aggregate and distribute premium live sports—including NFL Sunday Ticket, Peacock exclusives, and TKO Group content—to commercial venues nationwide. Backed by the NFL and RedBird Capital Partners, we are revolutionizing how fans experience live sports in public spaces by providing businesses with the content and tools they need to drive growth.

Role Overview
As an Account Manager, you will be the primary point of contact for our commercial partners. Your goal is to ensure our customers (ranging from local sports bars to national hotel chains) are maximizing the value of the EverPass platform. You will manage the post-sale relationship, focusing on retention, upselling new content packages (like ESPN+), and ensuring technical success.

Key Responsibilities

• Relationship Management: Act as a trusted advisor to venue owners and operators, helping them use sports content to increase "dwell time" and patron spend.
• Portfolio Growth: Identify opportunities to upsell new sports packages and marketing tools (like the UPshowinteractive signage platform).
• Retention & Renewals: Manage the end-to-end renewal process for annual subscriptions, ensuring high retention rates across your assigned territory.
• Customer Onboarding: Partner with our Solutions Architects to ensure seamless technical setup of streaming hardware and software.
• Performance Tracking: Use data and analytics to show customers the "ROI of Sports," highlighting how specific games or events drove foot traffic to their locations.
• Cross-Functional Collaboration: Bring "voice-of-customer" feedback to our Product and Content teams to help shape our future roadmap.

Background and Experience    

• Experience: 4–7+ years in B2B Account Management or Sales, ideally within SaaS, hospitality tech, or media.
• Sports Knowledge: A deep understanding of the sports media landscape and how live events (NFL, UFC, Soccer) impact the hospitality industry.
• Consultative Mindset: Ability to translate complex media licensing and tech specs into clear business value for non-technical business owners.
• CRM Proficiency: Experience managing pipelines and customer health scores in Salesforce or similar tools.
• Grit & Ownership: A self-starter who thrives in a fast-paced, "startup" environment where processes are still being built.

Why Join EverPass?

• High Impact: You are selling a product that businesses actually want and need to stay competitive.
• Elite Partnerships: Work directly with the biggest names in sports, including the NFL, Apple, and Peacock.
• Comprehensive Benefits: Includes competitive base + commission, Unlimited PTO, 401k match, and "Mental Health & Recharge Days."
• Culture: A collaborative, "down-to-earth" team that celebrates wins with regular social events and happy hours.

Location:
This position is currently a hybrid role with 3 days in the office a week. Role is based in Denver, CO, Chicago, IL or Greenwich, CT. 

Expected Compensation:

The anticipated base salary range for a new hire into this position is $70,000 - $90,000 + bonuses. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About Us:

EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024.
 
Benefits and Perks:

• Competitive Compensation
• Medical, dental, vision, life, and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application. 

EverPass is an equal opportunity workplace and an affirmative-action employer. We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.