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Customer Support Representative, pluseM – REMOTE (US)
EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.
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://www.evercommerce.com/about-us/careers/
We are looking for a Customer Support Representative to focus on our pluseM Brand.
pulseM has built the #1 reputation management platform for the home services industry. We are a very transparent and honest group of people. Everyone truly enjoys what they do. We all work very hard and start every day with a smile. Communication is a very important aspect of our every day, and our work does not always end at 5pm; it ends when the work is done. We know that's not for everyone. We love bleeding edge technology and we are not scared to explore new frontiers. Everyone is a nerd – tech nerds, support nerds, sales nerds.
You are obsessed with your customers, and believe that the customer experience is what builds a company. You enjoy interacting with and helping your clients use a product successfully, maintaining a positive attitude with even the grumpiest of customers. You enjoy building new processes, and will use your experience in customer support to help us build best practices.
Responsibilities:
- Respond to all inbound support inquiries via email, phone, and live chat
- Educate customers on how to fully utilize the platform
- Foresee future challenges by assessing the unique needs of each client and their account
- Promote and upsell other product offerings within the pulseM platform
- Assist the CSM team with onboardings, support calls, and possibly other short term projects when needed
Skills and Experience needed for success in this role:
- At least one year of experience in a similar customer support role with a SaaS company
- Obsession with a world-class customer experience
- Web-savvy, comfortable with social media tools and all things web-related
- Outstanding organizational skills, with strong follow-through
- A serious interest in learning, and sharing those learnings with others for the beterment of the organization
- A growth mindset
Where:
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 to 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 to 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: The target base compensation for this position is $18.00 to $19.00 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.
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, 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!
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