Note: The job is a remote job and is open to candidates in USA. EverCommerce is on a mission to digitally transform the service economy with tailored SaaS solutions. The Payments Operations Manager will oversee the operational health of the EverHealth payments function, ensuring smooth payment processes and resolving escalations while maintaining documentation and operational continuity.

Responsibilities

• Own PayOps escalation management—serve as the primary point of contact for payments escalations from Customer Success, Implementation, and Support teams; triage, investigate, and resolve issues or route to the appropriate owner with clear documentation and timely follow-through
• Lead rate review processes—manage the end-to-end workflow for merchant rate reviews, including data gathering, analysis, stakeholder coordination, and communication of outcomes to internal teams and customers
• Execute updates to payment systems and workflows and ensure impacted teams are informed and aligned
• Resolve payments-related support tickets requiring specialist expertise—partner with Support to handle complex payments inquiries that require deep product, processor, or workflow knowledge beyond standard support capacity
• Maintain operational continuity—identify and own the recurring payments operational work that does not fit a defined project structure: process monitoring, exception handling, data hygiene, and ongoing coordination tasks that keep the payments function running day-to-day
• Maintain accurate and up-to-date operational documentation—document escalation outcomes, rate review decisions, process exceptions, and coordination activities to create a reliable operational record for the payments team
• Surface operational patterns and recurring issues to Payments leadership—flag trends in escalations, support tickets, or process breakdowns that may warrant broader process improvement or project intervention
• Support onboarding and activation operational tasks—assist with payments onboarding workflows, activation troubleshooting, and operational hand-offs between Implementation and steady-state Customer Success

Skills

• Bachelor's degree in Business, Operations, Finance, or a related field; equivalent practical experience considered
• 2–4 years of experience in payments operations, fintech, or SaaS customer operations
• Hands-on experience with payments systems, processors, and onboarding/activation workflows; familiarity with PaySimple or similar platforms a plus
• Strong problem-solving and troubleshooting skills—comfortable investigating payments issues, identifying root causes, and driving resolution across teams
• Experience managing escalations or high-priority operational issues with a sense of urgency and clear communication
• Proficiency with Salesforce (or similar CRM) for case management, ticket tracking, and data lookup
• High attention to detail and strong documentation habits—able to maintain accurate records of escalations, decisions, and operational activity
• Strong written and verbal communication; able to translate payments complexity into clear, accessible language for internal partners and customers
• Collaborative and service-oriented—comfortable working across Customer Success, Support, Implementation, and Product to get things resolved
• Ability to manage multiple open issues and operational tasks simultaneously without losing track of details or timelines

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development
• Day 1 access to a robust health and wellness benefits package, 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

Company Overview