Payments Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $22 - $24 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

☁️ SaaS

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round on 2019-07

SaaS • B2B • eCommerce

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

• Manage and resolve complex customer inquiries and escalated cases related to payment processing, merchant accounts, funding, settlements, chargebacks, and payment platform functionality • Investigate and troubleshoot customer issues by gathering information, identifying root causes, and driving timely resolution • Serve as a subject matter expert for EverCommerce Payments products, services, and processes • Monitor and prioritize escalated cases to ensure service level agreements (SLAs) are met • Collaborate with Product, Engineering, Risk, Operations, and Account Management teams to resolve customer issues and improve customer outcomes • Identify recurring customer issues and provide recommendations for process improvements, product enhancements, and knowledge base updates • Maintain detailed case documentation and ensure accurate customer records within CRM and ticketing systems • Support customer education by providing guidance, training, and best practices related to payment solutions and platform functionality • Assist in onboarding and mentoring Tier 1 Payments Support Specialists through knowledge sharing and coaching • Contribute to the development and maintenance of internal documentation, workflows, and support resources • Participate in quality assurance initiatives and continuous improvement efforts to enhance the customer experience

🎯 Requirements

• 2+ years of experience in Customer Support, Customer Success, Technical Support, Payments Support, or a related customer-facing role • Experience supporting payment processing, fintech, merchant services, SaaS platforms, or financial technology solutions preferred • Strong troubleshooting and problem-solving skills with the ability to manage complex customer issues independently • Experience working with CRM and case management platforms such as Salesforce, Zendesk, Service Cloud, or similar tools • Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical customers • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment • Demonstrated ability to work effectively across cross-functional teams and influence positive customer outcomes • Customer-first mindset with a passion for delivering exceptional service and building customer trust • Strong attention to detail and commitment to maintaining accurate documentation • Ability to analyze trends and identify opportunities for process improvements and operational efficiencies • Experience handling escalations and de-escalating challenging customer situations professionally • Familiarity with payment industry concepts such as funding, settlements, ACH, card processing, disputes, chargebacks, PCI compliance, and merchant services is preferred • Experience supporting payment gateways, merchant accounts, POS systems, or integrated payment solutions is preferred • Knowledge of payment card industry (PCI) requirements and payment processing workflows is preferred • Associate's or Bachelor's degree preferred or equivalent work experience

🏖️ 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