EverPro - Payments Support Associate (Remote, US)

EverCommerce

66d • $19 - $21

About The Position

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 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. We are looking for a Payments Support Associate to join our EverCommerce Payments Division, supporting our PaySimple product- a leading provider of embedded payment solutions for small and mid-sized businesses (SMBs). PaySimple empowers businesses to accept payments seamlessly, automate billing, manage transactions, and enhance financial security across online and mobile platforms. If you thrive in a fast-paced, problem-solving environment, love helping businesses navigate payment processing challenges, and get satisfaction from turning complex issues into clear solutions, this role is for you.

Requirements

• Previous experience in customer support, preferably in financial services, B2B payments, banking, or fintech is a plus, but not required.
• Ability to effectively de-escalate calls and provide solutions that reduce churn and enhance customer satisfaction.
• Comfortable working with CRM systems, payment gateways, and merchant account platforms.
• Strong verbal and written communication skills, with the ability to explain technical payment processing concepts in an accessible way.
• Adaptability to fast-paced, high-volume environments while managing multiple tasks efficiently.
• Ability to quickly identify, troubleshoot, and resolve payment-related issues.
• Strong critical thinking and analytical skills with a focus on finding solutions.
• Ability to handle sensitive financial information with discretion and professionalism.
• Strong commitment to customer satisfaction and relationship-building.

Responsibilities

• Deliver high-volume support via phone, email, and chat to SMBs, merchants, and clients using our payment processing solutions.
• Proactively identify at-risk merchants by analyzing account activity, transaction trends, and support interactions; offer tailored solutions to prevent cancellations and improve retention.
• Troubleshoot and resolve payment-related issues, including transaction failures, funding delays, chargebacks, fraud alerts, and account changes.
• Guide businesses through onboarding, platform navigation, and advanced account features to help them maximize the value of our B2B payment processing solutions.
• Support multiple types of merchant accounts, including direct software users, third-party partners, and integrated SaaS platforms.
• Educate merchants on payment processing best practices, PCI compliance, and fraud prevention measures to enhance account security.
• Identify and escalate complex cases related to payment disputes, risk assessment, and compliance concerns to the appropriate internal teams.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in our CRM system.
• Contribute to a merchant-first support strategy, ensuring businesses have a seamless, reliable, and transparent payment processing experience.
• Stay updated on payment processing regulations, chargeback policies, and industry trends to better assist customers.

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid.
• Continued investment in your professional development.
• Day 1 access to a robust health and wellness benefits package, 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.

What This Job Offers

• Number of Employees: 1,001-5,000 employees