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. 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. Be the Front Line of the Client Support Team - Serve as the primary point of contact for partner and merchant inquiries, delivering timely and professional support via email and phone - Build trusted relationships through responsive, professional, and solution-oriented communication Support & Ticket Resolution - Respond to and resolve inbound partner and merchant support requests - 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 Knowledge Management - 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 Team Collaboration - 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 We'd love to hear from you if you have... - 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.). - Exposure to financial software or payment systems is a plus. We think you'll love being part of our team because we’re a values driven company that cares deeply about our team, partners, and customers. Our north star values are: 🤝 Team Love = Customer Love — You understand that when you build great products for your internal partners, they deliver exceptional experiences to merchants. You obsess over the platform partners and businesses that depend on every payout landing on time. 🔥 Run to the Fire — When ACH returns spike or a card program hits a snag, you're the first one in the war room. You don't shy away from hard problems—you chase them. You volunteer for the complex, messy challenges others avoid. 🔍 Little Things Count — You sweat the deta...