EverPro - Payments Support Associate (Remote, Colorado)

EverCommerce • Denver, CO

2d • $19 - $21 • Remote

About The Position

EverPro, a business within EverCommerce, is hiring a Payments Support Associate for its EverCommerce Payments Division to support PaySimple, an embedded payment solutions provider for small and mid-sized businesses. The role helps merchants and clients resolve payment-processing issues and get value from payment solutions, while delivering a reliable and transparent support experience. It suits someone who enjoys high-volume customer interactions, problem-solving, and explaining complex issues clearly.

This position is remote and may be based anywhere in the United States or Canada. Employees near an office may work in-office, remotely, or in a hybrid arrangement. Candidates must be eligible to work without sponsorship. The role may require travel to the corporate headquarters in Denver, Colorado, or other North American offices. The target base compensation is $19.00 to $21.00 USD per hour in most U.S. locations; final offers may vary based on location, market, and candidate experience and expertise.

Requirements

• Strong verbal and written communication skills, including the ability to explain technical payment-processing concepts accessibly.
• Ability to de-escalate calls and provide 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 environments and manage multiple tasks efficiently.
• Ability to identify, troubleshoot, and resolve payment-related issues quickly.
• 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.
• 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 not required.

Responsibilities

• Deliver high-volume support to SMBs, merchants, and clients by phone, email, and chat.
• Identify at-risk merchants by analyzing account activity, transaction trends, and support interactions; offer tailored solutions to improve retention and prevent cancellations.
• 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.
• Support direct software users, third-party partners, and users of integrated SaaS platforms.
• Educate merchants about payment-processing best practices, PCI compliance, and fraud prevention.
• Identify and escalate complex payment disputes, risk assessments, and compliance concerns to the appropriate internal teams.
• Maintain accurate CRM records of customer interactions, troubleshooting steps, and resolutions.
• 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

• Flexible choice of in-office, remote, or hybrid work within the country of employment.
• 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.

What This Job Offers

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