[Hiring] Customer Support Specialist @EverCommerce

Role Description

We are looking for a Customer Support Specialist to focus on our EverCommerce Payments solutions. Customer Care Specialists (Tier 2) contribute to the overall success of the Customer Care team by managing and organizing cases escalated from Customer Care Professionals (Tier 1), e-mail, and Help Center tickets. Customer Care Specialists serve a critical role as the knowledge and energy leaders for Payments Customer Care.

• Be a payments industry expert. Maintain a complete understanding of all EverCommerce Payments policies and procedures.
• Understand how merchant accounts and the credit card industry operates and use that knowledge to unravel mysteries and solve complex problems.
• Meet or exceed individual and team monthly case goals.
• Manage Tier 2 Cases ensuring all cases are addressed within a maximum of 72-hour SLA and a target of 48 hours.
• Assist partners with API-related questions, ensuring proper configuration and functionality for seamless integrations.
• Submit JIRAs for bugs or system issues raised by partners, working closely with the tech team to drive resolution.
• Manage and execute fraud authorization testing cases from initiation to resolution.
• Handle escalated partner cases, managing and resolving complex technical issues that require advanced knowledge and coordination across departments.
• Manage cases transferred from our team, CX department, or partners to full resolution.
• Provide overflow support to Tier 1 teams by managing escalated cases, backup phone/chat support, and email inquiries.
• Occasionally participate in special projects aimed at improving processes, supporting new initiatives, and enhancing the overall customer and partner experience.

Qualifications

• Strong knowledge of payments, merchant accounts, and the credit card industry.
• Ability to investigate complex payment issues and resolve escalated partner cases.
• Ability to manage cases to resolution while meeting service-level expectations, including a 48-hour target and 72-hour maximum for Tier 3 cases.
• Familiarity with APIs and the ability to help partners troubleshoot configuration and integration issues.
• Ability to document bugs or system issues in Jira and coordinate with technical teams through resolution.
• Ability to manage fraud authorization testing cases from initiation through resolution.
• Strong case-management skills, including prioritizing a high volume of cases and meeting individual and team goals.
• Clear communication and collaboration skills for working with partners and internal teams across Customer Care, CX, and Technology.
• Flexibility to provide overflow support through escalated case management, phone or chat backup, and email inquiries.
• Interest in contributing to process improvements, new initiatives, and projects that improve the customer and partner experience.

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid.
• Robust health and wellness benefits, 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.