Customer Care Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Maintain a comprehensive understanding of EverCommerce Payments policies and procedures.

• Act as a payments industry specialist, utilizing knowledge of merchant accounts and the credit card sector to resolve complex challenges.

• Achieve or surpass individual and team monthly case targets.

• Oversee Tier 2 cases within a maximum 72-hour SLA, aiming for a 48-hour target.

• Assist partners with API-related inquiries and troubleshoot configuration and integration challenges.

• Submit JIRAs for bugs or system concerns and collaborate with the tech team until resolution is achieved.

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

• Handle escalated partner cases that involve intricate technical issues and require cross-department coordination.

• Ensure transferred cases are managed to full resolution.

• Provide overflow support to Tier 1 teams through escalated case management, phone/chat backup, and email inquiries.

• Occasionally participate in special projects aimed at enhancing processes, supporting initiatives, and improving customer and partner experiences.

⛳️ Requirements

• Extensive knowledge of payments, merchant accounts, and the credit card industry.

• Proficient in investigating complex payment issues and resolving escalated partner cases.

• Capable of managing cases to resolution while adhering to service-level expectations, including a 48-hour target and a 72-hour maximum for Tier 3 cases.

• Familiar with APIs and adept at assisting partners in troubleshooting configuration and integration issues.

• Skilled in documenting bugs or system issues in Jira and coordinating with technical teams until resolution is reached.

• Competent in managing fraud authorization testing cases from initiation to resolution.

• Strong case-management abilities, including the prioritization of a high volume of cases while meeting individual and team objectives.

• Excellent communication and collaboration skills for working with partners and internal teams across Customer Care, CX, and Technology.

• Flexibility to provide overflow support through escalated case management, phone or chat backup, and email inquiries.

• Interest in contributing to process enhancements, new initiatives, and projects that improve the customer and partner experience.

• Must be eligible to work without sponsorship.

🏝️ Benefits

• Flexibility to work from anywhere within your country of employment – whether in-office, remote, or hybrid.

• Comprehensive health and wellness benefits, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.