Payments Support Specialist
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Job Description
Payments Support Specialist resolving complex customer inquiries on EverCommerce Payments solutions. Collaborating with teams to improve customer outcomes and provide subject matter expertise.
Responsibilities:
- 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
Requirements:
- 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
- Experience supporting payment gateways, merchant accounts, POS systems, or integrated payment solutions is preferred
- Knowledge of payment card industry (PCI) requirements and payment processing workflows is preferred
- 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
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