Address
Form of work
SalaryCustomer Service and Support Associate, EverCommerce Payments/Studio Director – 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 685,000+ 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 Fitness & Wellness industries.
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 685,000+ 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 Fitness & Wellness industries.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here:
https://careers.evercommerce.com/us/en
The EverCommerce Payments Customer Experience team is looking for Customer Service and Support Associates, responsible for providing software support for our Payments and SaaS products, PaySimple and The Studio Director.
Our PaySimple product provides technology solutions that enable SMB’s to sell products and services, accept payments, automate billing and notifications, and securely manage customer accounts online and on mobile devices. The Studio Director is a web-based solution for the dance, gymnastics, cheer, and fitness industries. Combined these tools empower and digitize the lives of SMB’s
In this role, as a Customer Service and Support Associate, you'll assist users of either our PaySimple or The Studio Director products. From managing payments and student enrollment to class scheduling, you'll be the friendly voice guiding our customers through their needs.
Responsibilities:
- Passionately support our commitment to exceptional customer experiences.
- Handle inquiries and issues via calls, emails, and chat, providing prompt and accurate assistance to customers.
- Provide ad-hoc training to customers on product usage, ensuring accessibility and understanding for everyone.
- Master the solution to offer guidance to customers of diverse backgrounds.
- Demonstrate empathy and understanding in resolving customer issues promptly and inclusively.
- Surprise and delight customers through personalized gestures like handwritten notes, fostering a welcoming environment for everyone.
- Reduce cancellations by proactively solving problems and offering inclusive solutions.
- Support a high-volume contact center through various service channels, ensuring accessibility for all customers.
- Train customers on product usage effectively, catering to diverse learning styles and needs.
- Utilize strong listening skills and empathy to support small business owners from all walks of life.
Skills and Experience needed for success in this role:
- Bachelor's Degree or Relevant years of experience.
- 1-2 years of software support experience.
- Confident, self-motivated problem solver with the ability to research solutions independently.
- Strong communication skills are required for phone and professional writing.
- Comfortable in a fast-paced, high-growth environment, capable of multitasking.
- Ability to build rapport and trust with customers, providing exceptional customer experience.
- Technical software experience is advantageous but not required.
- Committed to fostering long-term customer relationships.
- Organized, and detail-oriented with the ability to meet short deadlines.
- Critical thinker, adept at problem-solving.
- Team player who also performs well independently.
- Adaptable self-starter who thrives in a fast-paced environment.
Where: This role can be remote/hybrid with access to our Denver office
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 other office locations around North America.
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 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 through Udemy.
- Robust health and wellness benefits, 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.
- Student Loan Repayment Program.
Compensation: EverCommerce is committed to equal pay and transparency. The annual base salary range for this position is $19.00 to $21.00 USD per hour. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. EverCommerce considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.
EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
