Customer Service and Support Associate

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $18 - $20 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• 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 with timely follow-up and clear communication • Research customer questions and provide accurate, complete, easy-to-understand responses • Identify appropriate paths for requests requiring assistance from other teams and ensure effective handoffs • Manage an assigned queue while meeting SLAs, response-time expectations, and productivity goals • 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, customer impact, and business processes • Identify recurring issues and process gaps and contribute to process, documentation, playbook, and workflow improvements • Partner with Customer Success, Onboarding & Implementation, Finance/Billing, Sales & Account Management, Technical Support, and Operations • Coordinate requests requiring action or information from multiple internal teams • Deliver accurate, professional, and empathetic support experiences • Proactively communicate status and next steps when immediate resolution is not possible • Support adoption of self-service resources • Use approved AI-assisted support tools, knowledge resources, and automation • Document new processes, common questions, and effective resolutions • 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 • 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 • 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 in a high-volume environment • Comfortable working with performance metrics, service-level expectations, and quality standards • Collaborative and effective across teams and functions • Adaptable in a rapidly evolving environment • Process-oriented with a continuous improvement mindset • Curious and willing to learn new tools, systems, products, and processes • Must be eligible to work without sponsorship • Preferred: experience in healthcare technology, SaaS, or another highly regulated customer environment • Preferred: experience supporting billing, contract, subscription, plan, or account-related inquiries • Preferred: experience with Salesforce (SFDC), Zendesk, Intercom, Jira, or knowledge management systems • Preferred: experience using AI-assisted support platforms, automation tools, or AI-enabled workflows • Preferred: familiarity with 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 • Target total compensation of $18 to $20 USD per hour in most US locations • Equal opportunity employer and commitment to diversity