EverPro - Customer Success Associate - Remote, US

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries. 

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://careers.evercommerce.com/us/en 

Customer Experience Solutions seeks a Technical Support Analyst to provide expert-level support for our Customer Lobby product. In this role, you will diagnose, troubleshoot, and resolve technical issues while ensuring a seamless and delightful customer experience. You will serve as a product expert, collaborating across teams to drive efficient solutions that empower our clients' success.

At Evercommerce, client delight is infused in everything we do. This role goes beyond technical support. It’s about delivering outstanding service, anticipating client needs, and ensuring every interaction is positive, efficient, and impactful.

This role is fully remote and covers the hours of 8a-5p or 9a to 6p, PST.

Who We Are

Fostering the relationship between our clients and their customers requires their sacred trust. We strive to earn that trust daily by providing the tools they need to assess, promote, and grow their business. We empower our people to achieve this by:

• Having authentic conversations
• Building skills for the future
• Owning our results
• Granting permission to take risks

Who You Are

You are a detail-oriented and proactive problem solver who finds fulfillment in technical troubleshooting, client advocacy, and process improvement. You thrive in a fast-paced environment, take ownership of issues, and communicate effectively with customers and internal stakeholders. You are eager to learn, resilient, and committed to going beyond issue resolution to create truly positive client experiences.

Technical Customer Success Associate – Key Responsibilities

• Product Mastery – Develop in-depth expertise in the Customer Lobby platform to provide best-practice guidance, proactive solutions, and strategic insights.
• Technical Troubleshooting – Diagnose and resolve technical issues across various user environments, ensuring high-quality resolutions and client satisfaction.
• Incident Management – Accurately document customer issues, troubleshooting steps, and resolutions to support knowledge continuity and process improvements.
• Customer-Centric Support – Respond to support tickets with urgency and empathy, analyze reported issues, and collaborate with internal teams to drive optimal outcomes.
• User Engagement – Work directly with our valued customers to understand challenges, translate issues into clear solutions, and provide expert recommendations to enhance their user experience.
• Cross-Team Collaboration – Partner with Product Development, Customer Success, and Sales teams to resolve issues quickly and contribute to continuous product improvements. Assist Customer Service Managers with technical support for mail campaigns, including troubleshooting disconnects, identifying potential bugs for escalation, and ensuring smooth campaign updates.
• Technical Communication – Explain complex technical concepts in a clear, actionable manner for users with varying levels of technical expertise.
• Escalation Management – Identify, prioritize, and escalate critical issues as needed to ensure timely resolution and minimal client disruption.

Required Skills & Qualifications

• Experience in technical support and/or a customer-facing role
• Strong troubleshooting skills with the ability to diagnose software integration and application issues
• Strong verbal and written communication skills with a client-first mindset
• Ability to manage multiple issues in a fast-paced environment while maintaining a commitment to client satisfaction
• Strong analytical and problem-solving skills with keen attention to detail
• Proactive, adaptable, and solutions-driven—able to anticipate customer needs and exceed expectations
• Ability to work independently and collaborate effectively across teams

Key Soft