EverPro - Payments Support Associate (Remote, Colorado)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/ EverPro, a business within EverCommerce, provides software and solutions designed to help home and field service businesses run and grow their companies with greater efficiency and confidence. EverPro brings together purpose-built tools across key trades—including field service, remodeling and roofing, landscaping, and pest and lawn—so service professionals can manage operations, engage customers, and drive long-term growth. Our solutions support the full lifecycle of running a service business, from scheduling and dispatching work, to estimating, invoicing, and payments, to customer communication, reputation management, and business insights. Together, these connected solutions help service pros win more jobs, save time, and build stronger, more resilient businesses. 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. 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. Responsibilities: 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. Skills and Experience needed for success in this role: 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. Where: Remote, Denver The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America. Benefits and Perks: Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid Day 1 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 Compensation: The target base compensation for this position is $19.00 to $21.00 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience! EverCommerce uses approved artificial intelligence (“AI”) tools to support its business operations. Employees are encouraged to use authorized AI tools, when appropriate for their roles, to improve efficiency, quality, and innovation. All AI use must comply with company policies, including requirements concerning confidentiality, data security, intellectual property, accuracy, and human review. Employees remain responsible for reviewing and validating AI-assisted work.