Customer Care Specialist

EverCommerce

. Maintain a complete understanding of EverCommerce Payments policies and procedures .

Posted 11/5/2026full-timeRemote • United States, CanadaMid-LevelSenior💰 $18 - $23 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in payments and merchant account management, with strong case management skills to resolve complex issues efficiently. Proficient in API troubleshooting and collaboration with technical teams to enhance customer and partner experiences.

Highest-signal resume keywords

Payments Industry KnowledgeCase Management SkillsAPI TroubleshootingJIRA DocumentationFraud Authorization Testing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Payments KnowledgeMerchant Account ManagementComplex Problem SolvingCase ResolutionFraud Testing Management

Soft Skills

Clear CommunicationCollaboration SkillsFlexibilityProcess Improvement Interest

Tools & Technologies

JIRA

Industry Keywords

Credit Card IndustryService-Level ExpectationsTechnical Issue ResolutionEscalated Case Management

About the role

Key responsibilities & impact

Maintain a complete understanding of EverCommerce Payments policies and procedures
Serve as a payments industry expert and use merchant account and credit card industry knowledge to solve complex problems
Meet or exceed individual and team monthly case goals
Manage Tier 2 cases within a maximum 72-hour SLA and a 48-hour target
Assist partners with API-related questions and troubleshoot configuration and integration issues
Submit JIRAs for bugs or system issues and work with the tech team through resolution
Manage and execute fraud authorization testing cases from initiation to resolution
Handle escalated partner cases involving complex technical issues and cross-department coordination
Manage transferred cases to full resolution
Provide overflow support to Tier 1 teams through escalated case management, phone/chat backup, and email inquiries
Participate occasionally in special projects to improve processes, support initiatives, and enhance customer and partner experience

Requirements

What you’ll need

Strong knowledge of payments, merchant accounts, and the credit card industry
Ability to investigate complex payment issues and resolve escalated partner cases
Ability to manage cases to resolution while meeting service-level expectations, including a 48-hour target and 72-hour maximum for Tier 3 cases
Familiarity with APIs and the ability to help partners troubleshoot configuration and integration issues
Ability to document bugs or system issues in Jira and coordinate with technical teams through resolution
Ability to manage fraud authorization testing cases from initiation through resolution
Strong case-management skills, including prioritizing a high volume of cases and meeting individual and team goals
Clear 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 improvements, new initiatives, and projects that improve the customer and partner experience
Must be eligible to work without sponsorship

Benefits

Comp & perks

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
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