Payabli

Support Engineer

• Serve as tier 1 for incoming technical support with TSM as an escalation point.
• Build trusted relationships through responsive, professional, and solution-oriented communication.
• Maintain SLAs and ensure timely follow-up on all open cases.
• Turn vague reports into well-defined problems: expected vs actual behavior, when it started, reproduction steps, and scope of impact.
• Investigate before escalating, using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to determine root cause.
• Take ownership of configuration, integration, and how-to issues, resolving them independently as you ramp.
• Use AI tools to work faster and smarter, researching issues, drafting customer responses, and summarizing context, while applying judgment about when to trust and when to verify the output.
• Follow escalation paths in place from Tier 1 to Technical Support Manager, packaging the context they need to act fast: transaction IDs, timestamps, request and response payloads, environment, affected account, logs, and clear reproduction steps.
• Identify recurring issues and partner with internal teams to drive long-term solutions.
• Help build out our internal documentation and knowledge base as you learn, so the whole team can scale.
• Document processes, troubleshooting steps, and best practices to improve team efficiency.
• Partner with our Partner Success and Client Support teams as the technical point of contact for customer-reported issues, ensuring seamless handoffs and shared context.
• Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs.
• Surface customer feedback, trends, and product issues to help improve the overall client experience.

Technical Support Specialist

Operations

• Serve as the system administrator and super user of all CX systems and platforms — designing and configuring features that align with department KPIs and improve team productivity, accuracy, and efficiency
• Manage the CX tech stack — Lead SaaS evaluations, vendor selection, implement, and maintain the tools that CX teams depend on (CRM, ticketing, knowledge platforms, analytics, QA).
• Measure AI tool performance across CX — track impact, identify new use cases, and surface opportunities to expand AI-powered capabilities
• Stay informed of technological developments, best-in-class tooling, and new feature launches to inform CX system strategy
• Coordinate with Engineering, Product, and company Operations on cross-functional initiatives that impact CX tooling and workflows
• Document and maintain CX workflows and business processes and/or business process documentation across Partner Success, Client Support, and Technical Support, ensuring process documentation stays current as the organization scales
• Surface automation opportunities and process inefficiencies through data analysis, and implement approved solutions in coordination with CX leadership
• Evaluate CX processes based on operational data — identifying bottlenecks, manual work, and throughput constraints — and present recommendations to CX leadership for approval to build and implement solutions.
• Build and maintain automated dashboards and reporting for CX leadership — team performance, partner health, ticket trends, SLA compliance, and operational KPIs
• Build and maintain the data architecture and pipelines that connect CX activity to business outcomes, ensuring data is accessible and structured for analysis
• Generate data-driven insights for QBRs, executive reviews, and board-level reporting
• Analyze ticket trends, escalation patterns, and resolution data to surface product issues, process breakdowns, and resource gaps
• Deliver regular performance reporting that supports executive alignment and strategic planning
• Enhance and manage the partner health scoring methodology — ensuring scores are accurate, actionable, and consistently maintained across the partner portfolio
• Help build predictive churn and expansion models that enable proactive intervention by Partner Success Managers
• Monitor partner health indicators across the portfolio and flag at-risk accounts to CX leadership before issues escalate
• Build and maintain the data infrastructure required to analyze processing volumes, merchant concentration, approval rates, and revenue trends — ensuring the right data is accessible and structured to surface growth and retention opportunities
• Maintain the operational cadence of CX — recurring reports, metric reviews, process documentation, and operational housekeeping
• Execute on strategic initiatives directed by CX leadership — from new tool rollouts to process redesigns to cross-functional projects
• Coordinate cross-functional initiatives with Operations, Product, and Engineering that require CX operational input or alignment

CX Operations Manager

Data Engineer

• Architect the platform. Set our warehouse/lakehouse direction and stand up the data lake and layered architecture that turns our raw system of record into trustworthy, queryable, intelligence-ready data.
• Build the pipelines. Design and run batch and streaming pipelines that move data reliably out of our production systems - CDC, ELT, and real-time where it matters.
• Model the data. Define the canonical datasets and models the whole company depends on, getting the grain, semantics, and contracts right.
• Own reliability and accuracy. This is financial data, so correctness is non-negotiable. You'll own data quality, observability, integrity checks, and the testing and monitoring that let us trust it.
• Build for a regulated environment. Design in role-based access, masking, lineage, and auditability from day one, and keep sensitive financial data out of places it doesn't belong.
• Enable AI/ML and analytics. Build the feature pipelines and trustworthy data foundation our intelligence work relies on, moving us from systems of record toward systems of intelligence and action.
• Set the standard. Establish the practices, tooling, and CI/CD for data that the future team inherits. You're setting the bar, not just clearing it.

Staff Data Engineer

Project Manager

• Develop deep relationships with a portfolio of large and enterprise-level integration partners during and after implementation, gaining a thorough understanding of their business and industry.
• Regularly attend, and when applicable lead, meetings with partners, merchants and internal stakeholders.
• Lead onboarding and configuration of sub-merchants and strategic merchant partners.
• Work with the Integrations team to coordinate and develop unique processes, onboarding efforts and configurations for large-scale partnerships.
• Support the Underwriting team with the collection of merchant applications, supporting documentation and applicant follow-up to improve onboarding velocity.
• Deploy AI agents and automations to scale and improve the precision of your work and our customers' payments business.
• Work with integration partners to develop and manage onboarding templates, ensure proper partner and merchant pricing inputs, and execute bulk onboarding strategies.
• Closely collaborate with the Operations team and Partner Success Managers to orchestrate the execution of all daily, weekly and monthly tasks.
• Supplement the daily tasks of others on the Operations and Client Success teams where necessary.
• Report weekly on key performance indicators related to the success of tasks and assigned accounts.
• Partner with the Product team to develop further automations that increase the accuracy and efficiency of enterprise-level tasks, including product enhancement and UI/UX improvement suggestions.
• Roll up your sleeves to get things done in a fast-moving, ever-changing startup environment and do whatever it takes to make this the journey of a lifetime!

Operations Project Manager

Customer Success Manager

• Serve as the primary point of contact for partner and merchant inquiries, delivering timely and professional support via email and phone
• Build trusted relationships through responsive, professional, and solution-oriented communication
• Respond to and resolve inbound partner and merchant support requests
• Triage, document, and escalate issues to internal teams as needed
• Maintain SLAs and ensure timely follow-up on all open cases
• Track, prioritize, and manage assigned tickets through resolution
• Maintain accurate customer records, account updates, and support documentation
• Contribute to and improve the external knowledge base and communication library
• Identify recurring issues and partner with internal teams to drive long-term solutions
• Document processes, troubleshooting steps, and best practices to improve team efficiency
• Partner closely with Client Success Managers to ensure seamless handoffs and shared context
• Collaborate with Engineering and Technical Support to investigate and resolve complex issues
• Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs
• Surface customer feedback, trends, and product issues to help improve the overall client experience

Technical Support Specialist

CX Operations Manager

Staff Data Engineer

Operations Project Manager

Client Success Associate