Client Support Team Lead

About Payabli

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.

The Role: Client Support Team Lead

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; however, candidates must reside in the Greater Phoenix area.

Key Responsibilities

Team Leadership (60-70% of time)

• 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
• Conduct quality assurance reviews of ticket responses and customer interactions to maintain service excellence and identify improvement areas
• Coach and mentor team members through 1:1s, performance feedback, and skill development plans
• Monitor team performance against SLA targets including first response time, resolution time, average handle time, one-touch resolutions, CSAT, and QA metrics
• Manage ticket queues and channels to ensure proper resource allocation for timely responses during business hours and peak periods across all channels
• Determine escalation routing rules to direct tickets requiring PSM, Technical Support involvement, or cross-functional collaboration

Hands-On Support (30-40% of time)

• Handle complex tier 2 support cases requiring deeper technical or business knowledge
• Maintain customer relationships and resolve escalated issues directly
• Contribute to support documentation and knowledge base improvements

Why Join Payabli?

You'll work with a fast-growing fintech company backed by top-tier investors, supporting innovative vertical SaaS companies. This role offers the opportunity to build and lead a support team from the ground up, establish best practices, and directly impact customer success at scale.

💰 Compensation not publicly listed. Market estimate for similar roles: from $55K, varying by experience and location.