Payments Support Associate

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.

  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 target base compensation for this position is $19.00 to $21.00 USD per hour 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.