EverCommerce
EverCommerce - Customer Support Associate - Hourly (Remote, Canada)
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.
Nice to Have:
Experience with support ticketing systems (Salesforce, Zendesk, etc.).
Familiarity with workflow automation platforms or internal tooling platforms (Retool, Jira etc.)
Basic knowledge of front-end web technologies (HTML, CSS etc.) to help diagnose UI issues or communicate effectively with engineering teams
Previous experience creating dashboards or reporting pipelines for operational teams.
Interest in behavioral health or mission-driven organizations
Benefits and Perks:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- 401k or RRSP with company match
- Annual wellness stipend
- Flexible and generous paid time off
- Employee Stock Purchase Program
Where:
The EverCommerce team is distributed globally. With a widely distributed team, we are used to working across time zones. This role can be based anywhere in the United States. If you are close to one of our offices, you can choose between an in-office or hybrid set-up, or you can work 100% remotely.
Compensation: The target compensation for this role is $23-26/hr in Ontario Canada and most remote locations. Final offer amounts are made on a variety of factors, including candidate experience and location, and may vary from the amount listed.
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 identity, 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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