[Hiring] Payments Support Specialist @EverCommerce

Role Description

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

• 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.

Qualifications

• 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.

Requirements

• Experience supporting payment gateways, merchant accounts, POS systems, or integrated payment solutions preferred.
• Knowledge of payment card industry (PCI) requirements and payment processing workflows.
• Experience working in a SaaS or technology-driven support organization.
• 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.