Payments Support Associate (Remote, Colorado)

About the Role

EverCommerce is seeking a Payments Support Associate to join the EverCommerce Payments Division, supporting the PaySimple product. This role is remote and based in Colorado.

Key Responsibilities

• Deliver high-volume support via phone, email, and chat to SMBs, merchants, and clients.
• 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.
• Support multiple types of merchant accounts: direct software users, third-party partners, and integrated SaaS platforms.
• Educate merchants on payment processing best practices, PCI compliance, and fraud prevention measures.
• Identify and escalate complex cases related to payment disputes, risk assessment, and compliance concerns.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in our CRM system.
• Contribute to a merchant-first support strategy.
• Stay updated on payment processing regulations, chargeback policies, and industry trends.

Requirements & Tech Stack

• CRM systems
• Payment gateways
• Merchant account platforms
• Phone, email, and chat support

Qualifications

• Ability to effectively de-escalate calls and provide solutions that reduce churn and enhance customer satisfaction.
• Strong verbal and written communication skills, with the ability to explain technical payment processing concepts clearly.
• 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.
• Previous experience in customer support, preferably in financial services, B2B payments, banking, or fintech is a plus, but not required.