EverPro - Payments Support Specialist (Remote, US)

📋 Description

• • 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
• • Handle escalations and de-escalate challenging customer situations professionally
• • Work with payment industry concepts including funding, settlements, ACH, card processing, disputes, chargebacks, PCI compliance, and merchant services
• • Use CRM and case management platforms such as Salesforce, Zendesk, Service Cloud, or similar tools to manage customer interactions
• • Maintain strong attention to detail and commitment to accurate documentation across all customer cases
• • Analyze trends in customer issues to identify opportunities for operational efficiencies and process improvements
• • Communicate technical payment concepts clearly to non-technical customers through written and verbal channels
• • Operate in a fast-paced environment while managing multiple priorities and meeting deadlines
• • Contribute to a customer-first culture focused on delivering exceptional service and building customer trust
• • May be required to travel to EverCommerce’s Corporate Headquarters in Denver, Colorado, or other North American office locations