Payments 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

• Deliver high-volume support via phone, email, and chat to SMBs, merchants, and clients using payment processing solutions • Analyze account activity, transaction trends, and support interactions to identify at-risk merchants and improve 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 integrated SaaS platforms • Educate merchants on payment processing best practices, PCI compliance, and fraud prevention • Escalate complex payment disputes, risk assessment, and compliance cases to internal teams • Maintain accurate customer interaction, troubleshooting, and resolution records in the CRM system • Contribute to a merchant-first support strategy • Stay current on payment processing regulations, chargeback policies, and industry trends

🎯 Requirements

• Previous customer support experience preferred, especially in financial services, B2B payments, banking, or fintech, but not required • Ability to de-escalate calls and provide churn-reducing solutions • Comfortable using CRM systems, payment gateways, and merchant account platforms • Strong verbal and written communication skills • Ability to explain technical payment-processing concepts accessibly • Adaptability in fast-paced, high-volume environments and ability to manage multiple tasks • Ability to identify, troubleshoot, and resolve payment-related issues • Strong critical-thinking and analytical skills • Ability to handle sensitive financial information discreetly and professionally • Strong commitment to customer satisfaction and relationship-building • Must be eligible to work without sponsorship in the United States • Availability to work Monday–Friday, 7am–4pm Mountain Time

🏖️ 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