EverCommerce - Payments Support Specialist III (Remote, US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.

We are looking for a Payments Support Specialist III to play a crucial role in supporting EverCommerce Payment’s integrated partners by providing advanced technical and operational assistance. This role combines a deep understanding of payment processing with expertise in API integration, fraud management, and system troubleshooting. As a senior member of the Customer Care team, Tier 3 Specialists are the go-to resource for complex partner-related issues, while also serving as role models and mentors to other team members.

Core Responsibilities  

• Be a payments industry expert. Maintain a complete understanding of all EverCommerce Payments policies and procedures.

• Understand how merchant accounts and the credit card industry operates and use that knowledge to unravel mysteries and solve complex problems.

• Meet or exceed individual and team monthly case goals.

• Manage Tier 3 Cases ensuring all cases are addressed within a maximum of 72-hour SLA and a target of 48 hours.

• Assist partners with API-related questions, ensuring proper configuration and functionality for seamless integrations.

• Submit JIRAs for bugs or system issues raised by partners, working closely with the tech team to drive resolution.

• Manage and execute fraud authorization testing cases from initiation to resolution.

• Handle escalated partner cases, managing and resolving complex technical issues that require advanced knowledge and coordination across departments.

• Manage cases transferred from our team, CX department, or partners to full resolution.

• Provide overflow support to Tier 1 and Tier 2 teams by managing escalated cases, backup phone/chat support, and email inquiries.

• Occasionally participate in special projects aimed at improving processes, supporting new initiatives, and enhancing the overall customer and partner experience.

Additional Responsibilities

• Act as a role model and mentor within the Customer Care team by answering day-to-day questions from Tier 1 and Tier 2 reps and coaching on best practices.

• Proactively identify team knowledge gaps and provide feedback to management and areas of opportunity.

• Proactively identify processor and product issues and escalate to management.

• Monitor and actively respond to queries in Microsoft Teams partner channels, ensuring timely assistance for partner-related questions.

• Work closely with Product, Development, and Operations teams to identify, escalate, and resolve recurring issues that impact partners.

• Make recommendations and come up with solutions for improvement of processes and procedures that would affect job responsibilities of the team.

• Act as the ‘voice of the team’ and provide feedback and suggestions for areas of improvements, sharing team perspectives with the management team and reporting next steps back to the team as needed.

• Take ownership of process improvements such as maintaining/creating/cleaning up SalesForce solutions, Mobile/Hardware fulfillment, etc. as needed.

• Participate in new hire and ongoing trainings by delivering and creating/maintaining training materials

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, 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 – 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 

• 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 

Compensation:

The total base pay range for this position is $45,000 - $55,000 USD per year 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.