Customer Care Specialist

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $18 - $23 / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2019-07

Healthcare • Consulting • Logistics

EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.

📋 Description

• Maintain a complete understanding of EverCommerce Payments policies and procedures • Serve as a payments industry expert and use merchant account and credit card industry knowledge to solve complex problems • Meet or exceed individual and team monthly case goals • Manage Tier 2 cases within a maximum 72-hour SLA and a 48-hour target • Assist partners with API-related questions and troubleshoot configuration and integration issues • Submit JIRAs for bugs or system issues and work with the tech team through resolution • Manage and execute fraud authorization testing cases from initiation to resolution • Handle escalated partner cases involving complex technical issues and cross-department coordination • Manage transferred cases to full resolution • Provide overflow support to Tier 1 teams through escalated case management, phone/chat backup, and email inquiries • Participate occasionally in special projects to improve processes, support initiatives, and enhance customer and partner experience

🎯 Requirements

• Strong knowledge of payments, merchant accounts, and the credit card industry • Ability to investigate complex payment issues and resolve escalated partner cases • Ability to manage cases to resolution while meeting service-level expectations, including a 48-hour target and 72-hour maximum for Tier 3 cases • Familiarity with APIs and the ability to help partners troubleshoot configuration and integration issues • Ability to document bugs or system issues in Jira and coordinate with technical teams through resolution • Ability to manage fraud authorization testing cases from initiation through resolution • Strong case-management skills, including prioritizing a high volume of cases and meeting individual and team goals • Clear communication and collaboration skills for working with partners and internal teams across Customer Care, CX, and Technology • Flexibility to provide overflow support through escalated case management, phone or chat backup, and email inquiries • Interest in contributing to process improvements, new initiatives, and projects that improve the customer and partner experience • Must be eligible to work without sponsorship

🏖️ Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Robust health and wellness benefits, 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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