EverPro - Payments Support Associate (Remote, Colorado)

EverCommerce; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

EverCommerce, a leading provider of payments solutions, seeks a Payments Support Associate for the PaySimple product. This remote role supports SMBs across North America, handling high-volume inquiries, onboarding, and issue resolution to ensure smooth payment processing.

You will troubleshoot transactions, educate merchants on best practices, and collaborate with cross-functional teams to reduce churn and improve customer satisfaction.

Qualifications

• Experience in customer support, preferably in financial services or fintech.
• Ability to de-escalate calls and provide solutions that reduce churn.
• Comfortable working with CRM systems and payment gateways.

Responsibilities

• Deliver high-volume support via phone, email, and chat to SMBs, merchants, and clients using PaySimple.
• Identify at-risk merchants by analyzing activity and interactions; offer tailored solutions.
• Troubleshoot payment-related issues: transactions, funding delays, chargebacks, fraud alerts, account changes.
• Guide businesses through onboarding, platform navigation, and advanced features to maximize value.
• Support multiple merchant account types, including direct users, partners, and integrated SaaS.
• Educate merchants on best practices, PCI compliance, and fraud prevention.
• Escalate complex cases to appropriate internal teams.
• Maintain accurate records of interactions and resolutions in CRM.
• Contribute to a merchant-first support strategy for seamless payment processing.
• Stay updated on regulations and industry trends to assist customers.

Skills

Customer support

Financial services

CRM systems

Payment gateways

Verbal & written communication

De-escalation

Tools

CRM software

Payment gateway platforms

Job description

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.