Samantha Richards

Director of Support | Payments @ EverCommerce

About

I’m a Director of Payments Support who specializes in building strong teams and simplifying complex support operations across SaaS and payment platforms. I turn messy, high-stakes workflows into clear processes that scale, develop confident managers, and partner closely with Product, Sales, and Operations to drive better customer outcomes.I specialize in bringing structure to complex payments environments and helping teams execute at a high level. If you’re obsessed with elevating support, we’ll get along. Always open to connecting with others solving similar challenges.

Country

United States

City

Denver Metropolitan Area

Industry

Computer Software

Skill

Payment Card Industry Data Security Standard (PCI DSS), Cross-functional Collaborations, Data Analysis, Business Process Improvement, Decision-Making, Leadership Development, Strategic Planning, Payment Industry, Risk Management, Customer Experience Management, Customer Relationship Management (CRM), Technical Support, Customer Retention, Problem Solving, Customer Service Operations, Project Management, Customer Loyalty, Escalations Management, Troubleshooting, Customer Experience

Experience

Director of Support | Payments

EverCommerce

2019-11 - Present · 6 yrs 11 mos

Senior Manager Customer Care

PaySimple

2019-11 - Present · 6 yrs 11 mos

- Managing the day-to-day operations of our Customer Care team - Minute-by-minute monitoring of key metrics such as speed of answer, cases per rep, number of open cases, and customer survey responses - Listening to recorded calls and reading chat support transcripts to providing coaching and feedback - Mentoring, training, and coaching new and existing team members - Owning escalated customer situations through to resolution - Ownership of support suite tools such as TalkDesk (phone system) and Salesforce - Managing processing partner contacts so that our partners remain accountable for the customer experience of our mutual customers - Managing ad hoc projects - Managing system, processor, and/or after-hour outages

Director Of Customer Support

PaySimple

2023-4 - 2025-12 · 2 yrs 9 mos

Technical Support Manager

FareHarbor

2018-7 - 2019-11 · 1 yr 5 mos

- Manage cross-functional teams & multi-disciplinary projects through software as a service (SaaS) model - Hire and retain support agents - Administer schedule for 24/7 support team - Delegate tasks to employees to ensure project completion - Maintain customer satisfaction score of 92%-98% - Provide high-quality customer service with tech support / IT via phone & email - Mediate all client escalations by effectively listening and communicating client needs - Maintain basic web design and visual marketing for dashboard and digital storefront service

Expert

Apple

2014-7 - 2018-7 · 4 yrs 1 mo

- Promoted from Specialist to Expert within a year of being hired - Exceeded sales goals every quarter - Developed team of 12 increasing quarterly sales by 38% - Appointed as a mentor to help colleagues advance within the company - Trouble shoot technical iOS & Mac OS software and hardware issues - Handle customer escalations - Facilitate presentations on technical training

Administrative Assistant

BludHoney Records

2016-11 - 2017-12 · 1 yr 2 mos

Denver

- Manage expense reports and create company budget - Write legal contracts & client documentation - Create company policies - Consult with clients on visual presentation for record releases - Design promotional materials and album artwork - Organizes packaging and distribution