EverPro - Customer Support Representative (Remote, CAN)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 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/  

EverPro, a business within EverCommerce, provides software and solutions designed to help home and field service businesses run and grow their companies with greater efficiency and confidence. EverPro brings together purpose-built tools across key trades—including field service, remodeling and roofing, landscaping, and pest and lawn—so service professionals can manage operations, engage customers, and drive long-term growth.

Our solutions support the full lifecycle of running a service business, from scheduling and dispatching work, to estimating, invoicing, and payments, to customer communication, reputation management, and business insights. Together, these connected solutions help service pros win more jobs, save time, and build stronger, more resilient businesses.

We are looking for a Customer Support Representative to join the DynaScape team. In this role, you will help our customers get the most from DynaScape's software solutions by providing knowledgeable, responsive support and taking ownership of customer needs from initial contact through an appropriate outcome.

In addition to providing technical and product support, this role will manage customer renewals and account responsibilities, helping provide continuity for customers throughout their relationship with DynaScape.

This is a great opportunity for someone who enjoys solving problems, working with customers, and helping them succeed with the products they rely on to run their businesses.

Responsibilities:

• Deliver professional, customer-focused support through phone, email, and remote support tools.
• Develop strong knowledge of DynaScape software solutions to troubleshoot issues, answer questions, and advise customers on best practices and efficient use, helping them get more value from the software.
• Take ownership of customer issues from initial contact through resolution or appropriate next steps, maintaining clear and thorough documentation and timely follow-up.
• Manage Support work effectively to maintain appropriate service levels.
• Lead the investigation of complex customer issues and collaborate with internal teams when escalation or additional expertise is required.
• Translate technical information into clear, user-friendly guidance.
• Manage customer renewals, including renewal and retention conversations, addressing customer concerns, and making appropriate decisions within established guidelines.
• Manage customer account, subscription, licensing, and billing changes and inquiries.
• Maintain accurate customer and account information in internal systems.
• Advocate for customers by communicating recurring issues, feedback, and customer needs to appropriate internal teams.
• Contribute to team knowledge by documenting solutions, sharing product knowledge, and helping improve Support processes and customer resources.

Skills and Experience:

• 2+ years of experience in software support, customer support, or a related customer-facing role.
• Strong customer service, communication, and interpersonal skills.
• Strong troubleshooting and problem-solving skills.
• Ability to translate technical concepts into clear, user-friendly language.
• Confidence handling customer conversations involving renewals, cancellations, billing, and other account-related matters.
• Sound judgment and the ability to make customer-focused decisions independently within established guidelines.
• Strong organizational skills and the ability to manage multiple priorities effectively.
• Ability to work independently and collaborate effectively with internal teams.
• Experience supporting web and/or desktop software applications and the ability to learn new products, systems, and processes.

Where:

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in Canada - if you're close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, our Toronto office, or other office locations across North America.

Benefits and Perks: 

• 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. 

• Registered Retirement Savings Plan (RRSP) with 4% company match 

• Flexible and generous (FTO) time-off 

• Employee Stock Purchase Program 

Compensation: The target base compensation for this position is $60,000 to $70,000 CAD per year with a variable component included in most CAD locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. 

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!

EverCommerce uses approved artificial intelligence (“AI”) tools to support its business operations. Employees are encouraged to use authorized AI tools, when appropriate for their roles, to improve efficiency, quality, and innovation. All AI use must comply with company policies, including requirements concerning confidentiality, data security, intellectual property, accuracy, and human review. Employees remain responsible for reviewing and validating AI-assisted work.