Client Support Team Lead

Payabli•Miami, FL

5h•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 our Client Support Team Lead, you'll be instrumental in building and scaling our frontline support operation while maintaining a hands-on approach to customer service. You'll develop team capabilities, establish quality standards, and ensure exceptional service delivery to our 146+ partner platforms and 100,000+ merchants. Location: This is a fully remote role, but candidates must reside in the Greater Phoenix area.

Requirements

3-5 years in customer support, with at least 2 years in a help desk, technical support, or customer success environment
1-2 years of team leadership experience - coaching, training, and managing support representatives
Proven track record of managing support metrics and improving team performance
Experience with ticketing and QA Platforms such as Zendesk, Freshdesk, Intercom, Maestro or similar platforms
Strong coaching and development mindset - you enjoy helping others grow and improve
Excellent written and verbal communication - you can de-escalate situations and communicate clearly
Player-coach mentality - comfortable balancing management responsibilities with hands-on support work
Problem-solving abilities - you can triage issues, identify patterns, and drive solutions
Process orientation - you naturally think about how to standardize and improve workflows
Data-driven approach - comfortable with metrics, reporting, and using data to make decisions

Nice To Haves

Experience in fintech, payments, or financial services supporting B2B SaaS customers
Knowledge of payment processing concepts - transactions, chargebacks, settlements, merchant services
Experience implementing support automation or AI-powered tools
Background in quality assurance or building training programs

Responsibilities

Build and manage a team of 5-10 Client Support Associates handling tier 1 merchant and partner inquiries
Develop training programs for new hires and ongoing skill development for existing team members and train utilizing developed material.
Conduct quality assurance reviews of ticket responses and customer interactions to maintain service excellence and identify areas of improvement for agents and the team.
Coach and mentor team members through 1:1s, performance feedback, and skill development plans
Monitor team performance against SLA targets (first response time, resolution time, average handle time, one touch resolutions, CSAT, QA)
Manage ticket queues and channels and own staffing decisions to ensure proper resources allocation for timely responses during hours of operations and peak periods across channels
Determine escalation routing rules to direct which tickets need PSM or Technical Support involvement or any other cross-functional collaboration.
Create and maintain response templates, knowledge base articles, and support playbooks
Maintain team culture through maintaining Payabli Core Values and the ethos of Customer Love.
Handle support tickets alongside your team to stay connected to customer needs
Manage complex escalations that require additional expertise or judgment
Serve as the escalation point for difficult customer situations requiring leadership involvement
Respond to client inquiries during high-volume periods or urgent situations
Establish quality standards for ticket documentation, response tone, and resolution thoroughness
Identify recurring issues and collaborate with Product, Engineering, and CS Operations to address root causes
Track and report on support metrics - ticket volume trends, resolution rates, customer satisfaction, team performance
Drive continuous improvement of support processes, workflows, and efficiency
Collaborate with CS Operations to identify, prioritize, design and implement automation opportunities and AI-powered support tools
Maintain SLA compliance across all ticket types and priority levels
Partner with Partner Success Managers to ensure seamless handoffs for strategic partner issues
Work closely with Technical Support on technical escalations requiring deeper expertise
Coordinate with Risk, Compliance, and Onboarding teams on merchant account issues
Provide insights to leadership on support trends, customer pain points, and resource needs