EverPro - Payments Support Associate (Remote, US)
About The Position
At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries. 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://careers.evercommerce.com/us/en 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. You’re energized by high-volume customer interactions, enjoy digging into transaction-related problems, and take pride in delivering exceptional service that makes a real impact on merchants and their businesses.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
