Payments Support Associate
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Job Description
Payments Support Associate supporting SMBs using EverCommerce's PaySimple embedded payment platform. Troubleshooting transactions, chargebacks, fraud alerts, and merchant account issues.
Responsibilities:
- Deliver high-volume support via phone, email, and chat to SMBs, merchants, and clients using payment processing solutions
- Identify at-risk merchants by analyzing account activity, transaction trends, and support interactions; offer tailored retention solutions
- Troubleshoot and resolve transaction failures, funding delays, chargebacks, fraud alerts, and account changes
- Guide businesses through onboarding, platform navigation, and advanced account features
- Support direct software users, third-party partners, and integrated SaaS platforms
- Educate merchants on payment processing best practices, PCI compliance, and fraud prevention
- Identify and escalate complex payment disputes, risk assessment, and compliance cases
- Maintain accurate customer interaction, troubleshooting, and resolution records in the CRM system
- Contribute to a merchant-first support strategy
- Stay updated on payment processing regulations, chargeback policies, and industry trends
Requirements:
- 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
- Must be eligible to work without sponsorship in the United States or Canada
Benefits:
- 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
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