Payabli - Client Support Team Lead

• 3-5 years in customer support, with at least 2 years in a help desk, technical support, or customer success environment • 3-5 years in customer support • 1-2 years of team leadership experience - coaching, training, and managing support representatives • Proven track record of managing support metrics and improving team performance • Proven track record • Experience with ticketing and QA Platforms such as Zendesk, Freshdesk, Intercom, Maestro or similar platforms • Experience with ticketing and QA Platforms • Strong coaching and development mindset - you enjoy helping others grow and improve • Strong coaching and development mindset • Excellent written and verbal communication - you can de-escalate situations and communicate clearly • Excellent written and verbal communication • Player-coach mentality - comfortable balancing management responsibilities with hands-on support work • Player-coach mentality • Problem-solving abilities - you can triage issues, identify patterns, and drive solutions • Problem-solving abilities • Process orientation - you naturally think about how to standardize and improve workflows • Process orientation • Data-driven approach - comfortable with metrics, reporting, and using data to make decisions • Data-driven approach • Experience in fintech, payments, or financial services supporting B2B SaaS customers • Experience in fintech, payments, or financial services • Knowledge of payment processing concepts - transactions, chargebacks, settlements, merchant services • Knowledge of payment processing concepts • Experience implementing support automation or AI-powered tools • Experience implementing support automation • Background in quality assurance or building training programs • Background in quality assurance • 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. • 🤝 Team Love = Customer Love • 🔥 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. • 🔥 Run to the Fire • 🔍 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. • 🔍 Little Things Count • 💎 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. • 💎 Truth Seekers • 🚀 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. • 🚀 Relentlessly Curious