EverPro - Support Associate; Remote

Ever Commerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its Ever Pro, Ever Health, and Ever Well brands specializing in Home, Health, and Wellness service industries, Ever Commerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications.

Learn more  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:

Ever Pro, a business within Ever Commerce, provides software and solutions designed to help home and field service businesses run and grow their companies with greater efficiency and confidence. Ever Pro 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 Ever Commerce Payments Division, supporting our Pay Simple product- a leading provider of embedded payment solutions for small and mid-sized businesses (SMBs). Pay Simple 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.

• 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 escalation 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…