EverCommerce - Payments Support Specialist III (Remote, US)

EverCommerce

4d • Hybrid

About The Position

EverCommerce is seeking a Payments Support Specialist III to provide advanced technical and operational assistance to EverCommerce Payment’s integrated partners. This role requires a deep understanding of payment processing, API integration, fraud management, and system troubleshooting. As a senior member of the Customer Care team, Tier 3 Specialists act as the primary resource for complex partner issues, mentoring other team members, and contributing to process improvements. The role is based in the United States and can be performed remotely, hybrid, or in-office, with potential travel requirements.

Requirements

• Deep understanding of payment processing.
• Expertise in API integration.
• Expertise in fraud management.
• Expertise in system troubleshooting.
• Advanced technical and operational assistance skills.
• Ability to unravel mysteries and solve complex problems.
• Eligibility to work without sponsorship.
• Experience in managing cases within SLAs.

Nice To Haves

• Experience as a senior member of a Customer Care team.
• Mentoring experience.

Responsibilities

• Be a payments industry expert.
• Maintain a complete understanding of all EverCommerce Payments policies and procedures.
• Understand how merchant accounts and the credit card industry operates and use that knowledge to unravel mysteries and solve complex problems.
• Meet or exceed individual and team monthly case goals.
• Manage Tier 3 Cases ensuring all cases are addressed within a maximum of 72-hour SLA and a target of 48 hours.
• Assist partners with API-related questions, ensuring proper configuration and functionality for seamless integrations.
• Submit JIRAs for bugs or system issues raised by partners, working closely with the tech team to drive resolution.
• Manage and execute fraud authorization testing cases from initiation to resolution.
• Handle escalated partner cases, managing and resolving complex technical issues that require advanced knowledge and coordination across departments.
• Manage cases transferred from our team, CX department, or partners to full resolution.
• Provide overflow support to Tier 1 and Tier 2 teams by managing escalated cases, backup phone/chat support, and email inquiries.
• Occasionally participate in special projects aimed at improving processes, supporting new initiatives, and enhancing the overall customer and partner experience.
• Act as a role model and mentor within the Customer Care team by answering day-to-day questions from Tier 1 and Tier 2 reps and coaching on best practices.
• Proactively identify team knowledge gaps and provide feedback to management and areas of opportunity.
• Proactively identify processor and product issues and escalate to management.
• Monitor and actively respond to queries in Microsoft Teams partner channels, ensuring timely assistance for partner-related questions.
• Work closely with Product, Development, and Operations teams to identify, escalate, and resolve recurring issues that impact partners.
• Make recommendations and come up with solutions for improvement of processes and procedures that would affect job responsibilities of the team.
• Act as the ‘voice of the team’ and provide feedback and suggestions for areas of improvements, sharing team perspectives with the management team and reporting next steps back to the team as needed.
• Take ownership of process improvements such as maintaining/creating/cleaning up SalesForce solutions, Mobile/Hardware fulfillment, etc. as needed.
• Participate in new hire and ongoing trainings by delivering and creating/maintaining training materials.

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

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