Client Support Team Lead - United States - Payabli

    Payabli
    Payabli United States

    19 hours ago

    Description
    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.
    In this Client Support Team Lead role, you will...
    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 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.
    Hands-On Support (30-40% of time)
    • 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
    Process & Quality Management
    • 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
    Cross-Functional Collaboration
    • 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
    We'd love to hear from you if you have...
    Required Experience
    • 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
    Essential Skills
    • 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 Have
    • 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
    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 details because you know a single decimal error in a payout can damage a business. You double-check edge cases, validate every assumption, and understand that excellence lives in the details.
    Truth Seekers - You give direct feedback, receive it with grace, and never let ego get in the way of finding the right answer. You document what you don't know, admit mistakes quickly, and hold yourself accountable in the open.
    Relentlessly Curious - You're constantly asking "what if?" and "why not?" You study how competitors solve problems, explore adjacent industries for inspiration, and never stop learning about the payments ecosystem.
    What We Offer
    • 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
    We build technology that gets noticed and a workplace where people want to grow their careers.. Our work has been recognized by some of the industry's most respected organizations, including the 2026 Forbes Fintech 50 list, which highlights the most innovative private companies in financial technology, Inc.'s 2025 Best Workplaces, and Built In's 2026 Best Places to Work in Miami.
    Payabli is an equal opportunity employer and values a diverse, inclusive workplace.

  • Work in company

    Team Lead

    Only for registered members

    · Production Team Lead - 2nd Shift (2:00 pm to 10:00 pm) · McCalla, Alabama · Who are we: · Antolin is a leading global automotive supplier, we are experts in designing, manufacturing, and supplying innovative solutions for vehicles around the world. Our product portfolio includ ...

    United States $90,000 - $150,000 (USD) per year

    1 week ago

  • Work in company Remote job

    Team Lead

    Only for registered members

    We are currently hiring an experienced Team Lead / Supervisor to support Atlantic City, New Jersey, Mobile, Alabama, and Joint Base Andrews, Maryland. · ...

    United States

    1 month ago

  • Work in company

    Team Lead

    Only for registered members

    The company SOSi seeks a Team Lead to support a 24/7/365 program by coordinating tasks monitoring performance assisting with issue resolution during assigned shifts. · Maintain schedules conduct role calls/li>, Provide direct oversite for Data collections team members, Coordinate ...

    United States

    1 month ago

  • Work in company

    Team Lead

    Only for registered members

    Accordus exists to support growing non-profit and mission driven for-profit organizations. As organizations grow and accomplish their mission, they reach a critical point when much of their time is focused on doing the office work rather than accomplishing the mission. Accordus h ...

    United States $90,000 - $150,000 (USD) per year

    2 days ago

  • Work in company

    Team Lead

    Only for registered members

    · Production Team Lead - 3rd Shift (10:00 pm to 6:00 am) · McCalla, Alabama · Who are we: · Antolin is a leading global automotive supplier, we are experts in designing, manufacturing, and supplying innovative solutions for vehicles around the world. Our product portfolio includ ...

    United States $90,000 - $150,000 (USD) per year

    4 days ago

  • Work in company

    Team Lead

    Only for registered members

    This is a traveling job that requires the ability to travel up to 500 miles or more. The job involves assembling heavy-duty racking and fixtures, relocating products, adjusting shelving and creating displays that meet clients' exacting standards. The role requires leadership skil ...

    United States

    3 weeks ago

  • Work in company

    Team Lead

    Only for registered members

    Position Summary: · The Team Lead is the designated point person on shift to support the Program Director in clinical and administrative oversight. Aid in ensuring proper standards and regulations are adhered to as set forth by the funding source. Help guarantee the individuals l ...

    United States $90,000 - $150,000 (USD) per year

    1 week ago

  • Work in company

    Team Lead

    Only for registered members

    · At Henkel, you'll be part of an organization that's shaping the · future through innovation, sustainability and collaboration. With our trusted · brands like Persil, 'all, Loctite, Snuggle, and Schwarzkopf and our · cutting-edge technologies, you'll have countless opportunitie ...

    United States $90,000 - $150,000 (USD) per year

    1 week ago

  • Work in company

    Team Lead

    Only for registered members

    · DSV - Global transport and logistics · In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' e ...

    United States $90,000 - $150,000 (USD) per year

    1 week ago

  • Work in company

    Team Lead

    Only for registered members

    Title: Team Lead - Healthcare Technology Commercialization · Location: Remote · Duration: 1 Year (possible extensions) · Compensation: $85/hr - $90/hr · Contract Type: 1099 (Must be authorized to work in the U.S and no sponsorships available) · Overview: Our client is seeking sea ...

    United States $90,000 - $150,000 (USD) per year

    4 days ago

  • Work in company

    Team Lead

    Only for registered members

    · For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your bac ...

    United States $90,000 - $150,000 (USD) per year

    4 days ago

  • Work in company Remote job

    Team Lead

    Only for registered members

    Location · United · Employment Type · Full time · Location Type · Remote · Department · Production · Project Management · Join the Blacksmith Team · Blacksmith Agency is a boutique digital agency based out of Phoenix, AZ, specializing in top-of-the-line, custom website design and ...

    United States $90,000 - $150,000 (USD) per year

    1 week ago

  • Work in company Remote job

    Team Lead

    Only for registered members

    The Contact Center Team Lead is a remote support position focused on the successful operation and performance of the Contact Center team. This role maintains a comprehensive knowledge base of all Ancora's brands, products and processes and continually updates relevant resources t ...

    United States

    1 month ago

  • Work in company

    Team Lead

    Only for registered members

    · About Responsive · Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Respon ...

    United States $90,000 - $150,000 (USD) per year

    3 days ago

  • Work in company

    Team Lead

    Only for registered members

    · Join the Future of Workspace Innovation at Haworth · Are you ready to shape the future of how people work, live, and thrive? At Haworth, we're not just creating furniture, we're revolutionizing the way the world interacts with spaces. As a global pioneer in workspace design si ...

    United States $90,000 - $150,000 (USD) per year

    12 hours ago

  • Work in company

    Team Lead

    Only for registered members

    · Passionate people create exceptional things. At Atlas Copco, we believe in challenging the status quo, always looking for a better way. Our leading-edge technology in self-pierce riveting and industrial dispensing enables us to innovate for the future.  We believe that people ...

    United States $90,000 - $150,000 (USD) per year

    5 days ago

  • Work in company

    Team Lead

    Only for registered members

    · Your role · The On-site Service Engineer Team Lead is responsible for performing and supervising semi-routine preventative maintenance of products through well-defined schedules and procedures. · Main Responsibilities: · •    Directs team daily operational activities while pro ...

    United States $90,000 - $150,000 (USD) per year

    1 week ago

  • Work in company

    Team Lead

    Only for registered members

    · FRAUD ALERT: Please note that DSV will never request a chat interview or solicit funds from applicants or employees through its interviewing and hiring process. We do not require any form of payment and will not ask for personal financial information, such as credit card or ba ...

    United States $90,000 - $150,000 (USD) per year

    4 days ago

  • Work in company

    Team Lead

    Only for registered members

    · Sealed Air designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. We strive to fo ...

    United States $90,000 - $150,000 (USD) per year

    1 week ago

  • Work in company

    Team Lead

    Only for registered members

    · Join the Future of Workspace Innovation at Haworth · Are you ready to shape the future of how people work, live, and thrive? At Haworth, we're not just creating furniture – we're revolutionizing the way the world interacts with spaces. As a global pioneer in workspace design s ...

    United States $90,000 - $150,000 (USD) per year

    6 days ago

  • Work in company

    Team Sales Lead

    Only for registered members

    Rally House is a specialty retail store that carries all things local We are looking for team members who are looking for a part-time leadership career and enjoy working for a growing organization, as we grow beyond 300 stores nationwide, with many more to come You will enjoy an ...

    United States $15.50 - $17.50 (USD) Part time

    1 week ago

Jobs
  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Lead

    Only for registered members United States

  • Team Sales Lead

    Part time Only for registered members United States