Customer Service and Support Associate, EverCommerce

• We are seeking a customer-focused, detail-oriented Account Support Specialist to join our Account Support team
• This role is ideal for someone who enjoys solving problems, navigating operational processes, working across teams, and creating positive customer experiences in a fast-paced environment
• 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 with the ability to explain information clearly and professionally
• Demonstrated ability to manage multiple priorities while maintaining accuracy and attention to detail
• Strong problem-solving skills and the ability to independently research and resolve customer questions
• Experience collaborating with multiple internal teams to resolve customer needs
• Experience working within CRM, ticketing, or customer support platforms
• Customer-focused with a strong sense of ownership and accountability
• Excellent written and verbal communication skills
• Strong attention to detail and commitment to accuracy
• Empathetic and professional when navigating challenging customer situations
• Strong organizational and time-management skills
• Analytical and solutions-oriented approach to problem solving
• Ability to effectively prioritize work in a high-volume environment
• Comfortable working with performance metrics, service-level expectations, and quality standards
• Collaborative and effective at working across teams and functions
• Adaptable and comfortable working in a rapidly evolving environment
• Process-oriented with a continuous improvement mindset
• Curious and willing to learn new tools, systems, products, and processes

Desirable

• This role serves as a key point of contact for customers with non-technical account and operational needs, including billing inquiries, contract and plan questions, account updates, training coordination, administrative requests, and other account-related support
• The Account Support Specialist is responsible for owning customer requests from initial contact through resolution, providing timely, accurate, and empathetic support across multiple channels. This individual will work closely with Customer Success, Onboarding & Implementation, Technical Support, Finance, Sales, and Operations to resolve customer needs, coordinate cross-functional requests, and reduce friction throughout the customer journey
• 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, ensuring timely follow-up and clear communication throughout the process
• Research customer questions and provide accurate, complete, and easy-to-understand responses
• Demonstrate empathy, professionalism, and sound judgment in every customer interaction
• Identify the appropriate path for requests requiring assistance from another team and ensure effective handoffs
• Help reduce repeat contacts by addressing the customer's full need whenever possible
• Manage an assigned queue of customer requests while meeting established service-level agreements (SLAs), response time expectations, and productivity goals
• Accurately document customer interactions, actions taken, and resolutions within CRM and support systems
• Follow established workflows, standard operating procedures (SOPs), escalation paths, and quality standards
• Prioritize requests based on urgency, customer impact, and established business processes
• Identify recurring customer issues, process gaps, and sources of friction and share insights with Account Support leadership
• Contribute to the development and improvement of internal processes, documentation, playbooks, and workflows
• Maintain strong attention to detail when completing account changes, billing-related requests, and other administrative activities
• Partner with Customer Success, Onboarding & Implementation, Finance/Billing, Sales & Account Management, Technical Support, and Operations to resolve customer requests
• Coordinate customer needs that require action or information from multiple internal teams
• Follow established ownership and handoff processes to ensure requests reach the appropriate team without unnecessary delays or escalations
• Provide clear and complete context when escalating or transferring customer requests
• Participate in operational readiness efforts for process changes, launches, and other initiatives impacting Account Support
• Deliver accurate, professional, and empathetic support experiences that build customer trust
• Consistently meet established case quality and documentation standards
• Take ownership of customer issues and proactively communicate status and next steps when immediate resolution is not possible
• Identify opportunities to improve the customer experience and reduce effort for common account-related needs
• Support customer adoption of available self-service resources when appropriate
• Incorporate coaching and quality feedback to continuously improve individual performance
• Effectively use approved AI-assisted support tools, knowledge resources, and automation to improve the speed and quality of customer support
• Provide feedback when knowledge content, automated workflows, or internal resources are incomplete or inaccurate
• Identify repetitive requests or manual processes that may be candidates for automation or process improvement
• Contribute to accurate, reusable knowledge by documenting new processes, common customer questions, and effective resolutions
• Adapt to evolving tools, processes, policies, and customer support models