Customer Success Associate, EverCommerce
EverPro
$55-60k
Offers ESPP
More information about location
Integrated SaaS solutions
Open for applications
Integrated SaaS solutions
1001+ employees
Open for applications
$55-60k
Offers ESPP
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team
- You are a detail-oriented and proactive problem solver who finds fulfillment in technical troubleshooting, client advocacy, and process improvement
- You thrive in a fast-paced environment, take ownership of issues, and communicate effectively with customers and internal stakeholders
- You are eager to learn, resilient, and committed to going beyond issue resolution to create truly positive client experiences
- Experience in technical support and/or a customer-facing role
- Strong troubleshooting skills with the ability to diagnose software integration and application issues
- Strong verbal and written communication skills with a client-first mindset
- Ability to manage multiple issues in a fast-paced environment while maintaining a commitment to client satisfaction
- Strong analytical and problem-solving skills with keen attention to detail
- Proactive, adaptable, and solutions-driven—able to anticipate customer needs and exceed expectations
- Ability to work independently and collaborate effectively across teams
What the job involves
- Customer Experience Solutions seeks a Technical Support Analyst to provide expert-level support for our Customer Lobby product
- In this role, you will diagnose, troubleshoot, and resolve technical issues while ensuring a seamless and delightful customer experience
- You will serve as a product expert, collaborating across teams to drive efficient solutions that empower our clients' success
- Product Mastery – Develop in-depth expertise in the Customer Lobby platform to provide best-practice guidance, proactive solutions, and strategic insights
- Technical Troubleshooting – Diagnose and resolve technical issues across various user environments, ensuring high-quality resolutions and client satisfaction
- Incident Management – Accurately document customer issues, troubleshooting steps, and resolutions to support knowledge continuity and process improvements
- Customer-Centric Support – Respond to support tickets with urgency and empathy, analyze reported issues, and collaborate with internal teams to drive optimal outcomes
- User Engagement – Work directly with our valued customers to understand challenges, translate issues into clear solutions, and provide expert recommendations to enhance their user experience
- Cross-Team Collaboration – Partner with Product Development, Customer Success, and Sales teams to resolve issues quickly and contribute to continuous product improvements. Assist Customer Service Managers with technical support for mail campaigns, including troubleshooting disconnects, identifying potential bugs for escalation, and ensuring smooth campaign updates
- Technical Communication – Explain complex technical concepts in a clear, actionable manner for users with varying levels of technical expertise
- Escalation Management – Identify, prioritize, and escalate critical issues as needed to ensure timely resolution and minimal client disruption
- Key Software Utilized(training will be provided):
- Salesforce
- Churnzero
- Microsoft Office
- Google Suite
- Jira
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specializes in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce acquired DrChrono and through this both companies are able to share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a beast in its trade having acquired almost 30 companies, multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.2m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
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