EverCommerce - Customer Support Associate - Hourly (Remote, Canada)

About the job

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

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 self-motivated Customer Support Associate with technical skills to join our growing support team. GoodTherapy, an EverCommerce brand, connects therapists with people seeking therapy while helping mental health professionals grow their practices. Our team is committed to improving access to care, reducing stigma, and providing an exceptional experience for our community.

In this role, you’ll combine hands-on support work with technical problem-solving and workflow automation. You’ll help the support team operate more efficiently by building tools, help automating processes, and providing actionable insights, all while interacting with our community and providing high-quality service. If you’re passionate about making an impact in behavioral health and thrive at the intersection of technology and support, we would love to talk!

Responsibilities:

• Respond to support tickets and troubleshoot technical issues across systems and workflows.
• Educate customers on how to fully utilize the platform.
• Promote and upsell other product offerings within the GoodTherapy platform.
• Assist the Support team with onboardings, support calls, and possibly other short-term projects when needed.
• Support the technology team with context and feedback on product improvements and changes.
• Assist in building, maintaining, and improving internal tools, templates, and automations to reduce repetitive support work and improve response consistency.
• Work with operational and support data by writing basic SQL queries or using internal dashboards to extract, review, and validate support trends and issue patterns.
• Use AI and LLM-based tools to assist with ticket triage, response drafting, quality checks, and internal workflow optimization.
• Document processes, create SOPs, and train team members on tools and workflows.
• Identify bottlenecks and implement scalable improvement

Skills and experience needed for success in this role:

• Bachelor’s degree preferred, or equivalent practical experience
• 1+ years of experience in a customer support, customer service, technical support, or operations-related role
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Service Oriented - Actively looking for ways to help people.
• Ability to multi-task in a fast-paced environment
• Highly motivated with the ability to work independently.
• Comfort working with internal dashboards, low-code tools, or operational data.
• Familiarity with APIs and workflow automation tools.
• Troubleshooting and problem-solving skills.
• Ability to analyze data and provide actionable recommendations.
• Strong documentation and communication skills.
• Working knowledge of AI tools and large language models for operational support use cases.