Payments Support Associate, EverCommerce
EverPro
$19.00 to $21.00 USD per hour in most US locations. Offers ESPP
More information about location
Integrated SaaS solutions
Job no longer available
Integrated SaaS solutions
1001+ employees
Job no longer available
$19.00 to $21.00 USD per hour in most US locations. Offers ESPP
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- If you thrive in a fast-paced, problem-solving environment, love helping businesses navigate payment processing challenges, and get satisfaction from turning complex issues into clear solutions, this role is for you
- You’re energized by high-volume customer interactions, enjoy digging into transaction-related problems, and take pride in delivering exceptional service that makes a real impact on merchants and their businesses
- Previous experience in customer support, preferably in financial services, B2B payments, banking, or fintech is a plus, but not required
- Ability to effectively 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, with the ability to explain technical payment processing concepts in an accessible way
- Adaptability to fast-paced, high-volume environments while managing multiple tasks efficiently
- Ability to quickly identify, troubleshoot, and resolve payment-related issues
- Strong critical thinking and analytical skills with a focus on finding solutions
- Ability to handle sensitive financial information with discretion and professionalism
- Strong commitment to customer satisfaction and relationship-building
What the job involves
- We are looking for a Payments Support Associate to join our EverCommerce Payments Division, supporting our PaySimple product- a leading provider of embedded payment solutions for small and mid-sized businesses (SMBs). PaySimple empowers businesses to accept payments seamlessly, automate billing, manage transactions, and enhance financial security across online and mobile platforms
- Deliver high-volume support via phone, email, and chat to SMBs, merchants, and clients using our payment processing solutions
- Proactively identify at-risk merchants by analyzing account activity, transaction trends, and support interactions; offer tailored solutions to prevent cancellations and improve retention
- Troubleshoot and resolve payment-related issues, including transaction failures, funding delays, chargebacks, fraud alerts, and account changes
- Guide businesses through onboarding, platform navigation, and advanced account features to help them maximize the value of our B2B payment processing solutions
- Support multiple types of merchant accounts, including direct software users, third-party partners, and integrated SaaS platforms
- Educate merchants on payment processing best practices, PCI compliance, and fraud prevention measures to enhance account security
- Identify and escalate complex cases related to payment disputes, risk assessment, and compliance concerns to the appropriate internal teams
- Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in our CRM system
- Contribute to a merchant-first support strategy, ensuring businesses have a seamless, reliable, and transparent payment processing experience
- Stay updated on payment processing regulations, chargeback policies, and industry trends to better assist customers
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 specialises 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 went public before acquiring DrChrono, and through this, both companies can share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a behemoth in its industry, having acquired nearly 30 companies, with 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 6 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.3m
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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