Client Success Associate

Payabli•Phoenix, AZ

1d•Remote

About The Position

Payabli is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. Through a single, developer-friendly API with low-code embedded payment components, Payabli enables platforms to seamlessly embed, monetize, and operationalize payments—making payments a core part of their platform and business model. By unifying payment acceptance, payment issuance, and advanced payment operations tooling, Payabli empowers software companies to manage and move money through a single infrastructure stack that delivers total control over the payments experience. Built to scale with PCI DSS 4.0 and SOC 2-compliant security, Payabli’s infrastructure delivers enterprise-grade reliability and trust while leveraging AI-driven intelligence to enhance visibility, streamline operations, and drive revenue growth. Backed by leading fintech investors including QED Investors, Fika Ventures, TTV Capital, and Bling Capital, Payabli is setting the standard for embedded payments infrastructure powering the next generation of vertical SaaS. As a Client Success Associate, you'll help uphold our core value of placing the customer first, providing white-glove service and acting as an advocate for client needs. You will work alongside a strong Support team, with the focus on building customer loyalty, retention and happiness. You will make our customers write us love letters! This is a fully remote role, but candidates must reside in the Greater Phoenix area.

Requirements

1+ year in a customer support, help desk, or IT support role or comparable customer-facing role.
Problem-solving and written communication skills.
Excellent communication and interpersonal skills, with an eagerness to communicate with clients and individuals daily.
Experience with ticketing systems (Zendesk, Freshdesk, etc.).

Nice To Haves

Exposure to financial software or payment systems is a plus.

Responsibilities

Serve as the primary point of contact for partner and merchant support inquiries
Deliver a high-quality support experience across tickets, email, and phone channels
Build trusted relationships through responsive, professional, and solution-oriented communication
Respond to and resolve inbound partner and merchant support requests
Engage with clients through the ticketing system and other support channels
Answer inbound phone support calls and provide real-time troubleshooting and guidance
Triage, document, and escalate issues to internal teams as needed
Maintain SLAs and ensure timely follow-up on all open cases
Track, prioritize, and manage assigned tickets through resolution
Maintain accurate customer records, account updates, and support documentation
Contribute to and improve the external knowledge base and communication library
Identify recurring issues and partner with internal teams to drive long-term solutions
Document processes, troubleshooting steps, and best practices to improve team efficiency
Partner closely with Client Success Managers to ensure seamless handoffs and shared context
Collaborate with Engineering and Technical Support to investigate and resolve complex issues
Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs
Surface customer feedback, trends, and product issues to help improve the overall client experience