Payments Support Associate

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $19 - $21 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Deliver high-volume support via phone, email, and chat to SMBs, merchants, and clients using payment processing solutions • Identify at-risk merchants by analyzing account activity, transaction trends, and support interactions; offer tailored retention solutions • Troubleshoot and resolve 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 CRM records of customer interactions, troubleshooting steps, and resolutions • Contribute to a merchant-first support strategy and seamless payment processing experience • Stay updated on payment processing regulations, chargeback policies, and industry trends

🎯 Requirements

• Previous customer support experience preferred, particularly in financial services, B2B payments, banking, or fintech, but not required • Ability to de-escalate calls and provide solutions that reduce churn and enhance customer satisfaction • Comfortable working with CRM systems, payment gateways, and merchant account platforms • Strong verbal and written communication skills • Ability to explain technical payment processing concepts accessibly • Ability to adapt to fast-paced, high-volume environments while managing multiple tasks • Ability to identify, troubleshoot, and resolve payment-related issues quickly • Strong critical thinking and analytical skills • Ability to handle sensitive financial information with discretion and professionalism • Strong commitment to customer satisfaction and relationship-building • Must be eligible to work without sponsorship • Availability to work Monday–Friday, 7:00 a.m.–4:00 p.m. 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