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. They are seeking a Customer Support Representative to focus on their Studio Director Product, managing escalated cases and ensuring outstanding customer experiences.

Responsibilities

• Passionately supporting The Studio Director's commitment to creating an outstanding experience for each of our customers
• Taking calls and emails from existing Studio Director customers, answering questions, working to resolve issues, and payment processing account changes
• Ad-hoc training for customers
• Mastering The Studio Director software in order to provide customers with guidance on how to best use our product
• Expressing empathy for each customer's situation and working to understand and resolve the issue as quickly as possible Identify recurring customer issues and provide recommendations for process improvements, product enhancements, and knowledge base updates
• Surprising and delighting our customers with a handwritten note, remembering a birthday, or otherwise going the extra mile to knock their socks off
• Reducing cancellations by solving problems and offering solutions to customers experiencing any issues

Skills

• Bachelor's degree and minimum one year related work experience required
• Technical software experience a plus, but not required
• Strong troubleshooting and problem-solving skills with the ability to manage complex customer issues independently
• Must be friendly, professional, and committed to creating long-term relationships with our customers
• Organized, detail-oriented individual capable of meeting short-deadline projects on a daily basis
• Strong writing and phone skills
• Critical thinker and a willingness to problem-solve
• A team player who performs well independently
• Ability to multitask, take direction and execute with precision
• Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment

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