Client Success Associate

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.

This hybrid role focuses on providing white‑glove service to partner and merchant customers, building loyalty, retention, and happiness. Impact includes improving customer experience and driving growth.

• Be the primary point of contact for partner and merchant inquiries via email and phone
• Build trusted relationships through responsive, professional, and solution‑oriented communication

• Respond to and resolve inbound partner and merchant support requests
• Triage, document, and when needed, elevate issues to internal teams
• 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 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

• Collaborate closely with Client Success Managers to ensure seamless handoffs and shared context
• Work with Engineering and Technical Support to investigate and resolve complex issues
• Cross‑functional work with Onboarding, Risk, Compliance and Operations to support customer needs
• Surface customer feedback, trends and product issues to improve overall experience

• 1+ year in a customer support, help‑desk, or IT support role or comparable customer‑facing role
• Strong problem‑solving and written communication skills
• Excellent communication and interpersonal skills, with an eagerness to interact with clients daily
• Experience with ticketing systems (Zendesk, Freshdesk, etc.)
• Exposure to financial software or payment systems is a plus
• Fully remote role; candidates must reside in the Greater Phoenix area

• Competitive salary
• Stock options with potential to unlock more equity as we grow
• Flexible PTO and paid parental leave
• Medical, dental and vision insurance
• 401(k), HSA and pre‑tax savings programs

Payabli is an equal opportunity employer and values a diverse, inclusive workplace.