EverPro - Payments Support Associate (Remote, Colorado)

EverCommerce Solutions • Denver, CO

17h • Remote

About The Position

EverPro, a business within EverCommerce, is seeking a Payments Support Associate for its EverCommerce Payments Division, supporting PaySimple’s embedded payment solutions for small and mid-sized businesses. This role provides high-volume customer support and helps merchants resolve payment-processing problems, use the platform effectively, and maintain secure, reliable payment operations. The position is remote and may be based anywhere in the United States or Canada, subject to eligibility to work without sponsorship. The role may require travel to EverCommerce’s corporate headquarters in Denver, Colorado, or other North American offices.

The associate handles merchant questions and technical payment issues across phone, email, and chat. They analyze account activity and customer interactions to identify merchants at risk of cancellation, provide tailored retention support, and escalate complex disputes, risk, or compliance issues. They also document support cases, educate customers about payment practices and security, and contribute to a merchant-first support experience.

The role suits someone who enjoys solving problems in a fast-paced, high-volume environment and can explain complex payment concepts clearly. Prior customer-support experience, particularly in financial services, B2B payments, banking, or fintech, is helpful but not required.

Requirements

• Strong verbal and written communication skills, including the ability to explain technical payment-processing concepts accessibly.
• Ability to de-escalate calls and offer solutions that reduce churn and improve customer satisfaction.
• Comfort using CRM systems, payment gateways, and merchant-account platforms.
• Ability to adapt to fast-paced, high-volume work and manage multiple tasks efficiently.
• Ability to identify, troubleshoot, and resolve payment-related issues quickly.
• Strong critical-thinking and analytical skills focused on finding solutions.
• Ability to handle sensitive financial information with discretion and professionalism.
• Strong commitment to customer satisfaction and relationship-building.
• Must be eligible to work without sponsorship.

Nice To Haves

• Previous customer-support experience, preferably in financial services, B2B payments, banking, or fintech; this experience is a plus but is not required.

Responsibilities

• Provide high-volume support by phone, email, and chat to SMBs, merchants, and clients using payment-processing solutions.
• Identify merchants at risk by reviewing account activity, transaction trends, and support interactions; provide tailored solutions to support retention.
• Troubleshoot payment issues, including transaction failures, funding delays, chargebacks, fraud alerts, and account changes.
• Guide businesses through onboarding, platform navigation, and advanced account features.
• Support direct software users, third-party partners, and users of integrated SaaS platforms.
• Educate merchants on payment-processing best practices, PCI compliance, and fraud prevention.
• Escalate complex payment disputes, risk assessments, and compliance concerns to appropriate internal teams.
• Record customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Contribute to a merchant-first support strategy and a seamless, reliable, and transparent payment-processing experience.
• Stay current on payment-processing regulations, chargeback policies, and industry trends.

Benefits

• Day 1 health and wellness benefits, including an annual wellness stipend.
• 401(k) with up to a 4% match and immediate vesting.
• Flexible and generous FTO time off.
• Employee Stock Purchase Program.
• Flexibility to work in-office, remotely, or hybrid within the country of employment.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed