Payabli · 7 hours ago
Client Support Team Lead
United States
Full-time
Remote
Mid, Senior Level
3+ years expPayabli is a next-generation Payments Infrastructure and Monetization Platform designed for vertical software companies. As the Client Support Team Lead, you will build and manage a support team, ensuring exceptional service delivery while also handling complex customer inquiries and escalations.
Developer APIsFinancial ServicesFinTechPaymentsSoftware
Hiring Manager
Michael Jin
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
Qualification
Required
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
Preferred
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
Benefits
Comprehensive health, dental, and vision benefits
Flexible work environment (hybrid in Miami or fully remote)
Professional development opportunities
Collaborative, growth-oriented culture with leadership accessibility
Company
Payabli
Payabli is a payments infrastructure and monetization platform that helps software companies integrate payments into their business models.
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$68.05MKey Investors
Fika Ventures,QED InvestorsQED InvestorsTTV Capital
2025-06-17Series B· $36M
2024-06-25Series A· $20M
2023-03-15Seed· $8M
Leadership Team
Joseph Elias Phillips
Co-Founder
Andrea Vega Montes
Executive Assistant to Founders
Recent News
2025-09-12
Refresh Miami
2025-08-26
Company data provided by crunchbase