Customer Service and Support Associate

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

📣 Marketing

💰 Private equity on 2019-08

SaaS • B2B • Marketing

EverCommerce is a provider of industry-tailored software that powers the service economy. It builds SaaS products to digitally transform daily operations for service professionals, including business management, electronic billing and mobile payments, omni-channel marketing, and customer engagement tools. EverCommerce focuses on verticalized solutions—not mass-market software—designed to modernize operations, marketing, and customer interactions for businesses that provide services.

📋 Description

• Serve as a primary point of contact for non-technical customer inquiries across email, ticketing systems, phone, chat, and other support channels. • Assist customers with billing questions, account updates, contract and plan inquiries, training coordination, and administrative requests. • Own assigned customer cases from intake through resolution, ensuring timely follow-up and clear communication. • Research customer questions and provide accurate, complete, and easy-to-understand responses. • Manage an assigned queue while meeting SLAs, response-time expectations, productivity goals, and quality standards. • Document customer interactions, actions taken, and resolutions in CRM and support systems. • Follow workflows, SOPs, escalation paths, and quality standards; prioritize requests based on urgency and customer impact. • Identify recurring issues, process gaps, and friction sources, and contribute to process, documentation, playbook, and workflow improvements. • Collaborate with Customer Success, Onboarding & Implementation, Finance/Billing, Sales & Account Management, Technical Support, and Operations. • Coordinate cross-functional requests and provide complete context for escalations or transfers. • Deliver accurate, professional, and empathetic support while proactively communicating status and next steps. • Support customer adoption of self-service resources and incorporate coaching and quality feedback. • Use approved AI-assisted tools, knowledge resources, and automation to improve support speed and quality. • Document processes, common questions, and resolutions, and identify opportunities for automation and continuous improvement. • Adapt to evolving tools, processes, policies, and customer support models.

🎯 Requirements

• 2+ years of experience in Customer Support, Customer Operations, Account Services, Billing Operations, or a related customer-facing environment. • Experience managing customer inquiries or cases in a high-volume environment. • Strong written and verbal communication skills and ability to explain information clearly and professionally. • Ability to manage multiple priorities while maintaining accuracy and attention to detail. • Strong problem-solving skills and ability to independently research and resolve customer questions. • Experience collaborating with multiple internal teams to resolve customer needs. • Experience working within CRM, ticketing, or customer support platforms. • Customer-focused with strong ownership and accountability. • Empathetic and professional when navigating challenging customer situations. • Strong organizational and time-management skills. • Analytical and solutions-oriented approach to problem solving. • Ability to prioritize work effectively in a high-volume environment. • Comfortable working with performance metrics, service-level expectations, and quality standards. • Collaborative, adaptable, process-oriented, and comfortable in a rapidly evolving environment. • Curious and willing to learn new tools, systems, products, and processes. • Must be eligible to work without sponsorship in the United States. • Preferred: experience in healthcare technology, SaaS, regulated customer environments, billing/contract/subscription/plan/account support, Salesforce, Zendesk, Intercom, Jira, knowledge management systems, AI-assisted support platforms, automation tools, or customer lifecycle operations.

🏖️ 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