Remote Payments Support Specialist

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

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.