Client Success Associate

Payabli

Client Success Associate supporting partner and merchant inquiries at fintech company. Building trusted relationships and resolving support requests with cross-functional teams.

Posted 6/6/2026full-timeRemote • Arizona • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

1+ year in a customer support, help desk, or IT support role or comparable customer-facing role.
Problem-solving and written communication skills.
Excellent communication and interpersonal skills, with an eagerness to communicate with clients and individuals daily.
Experience with ticketing systems (Zendesk, Freshdesk, etc.).
Exposure to financial software or payment systems is a plus.

Benefits

Comp & perks

Competitive salary
Stock options with the potential to unlock more equity as we grow
Flexible PTO and paid parental leave
Medical, dental, & vision insurance
401K, HSA, pre-tax savings programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supporthelp deskIT supportproblem-solvingticketing systemsfinancial softwarepayment systems

Soft Skills

communication skillsinterpersonal skillssolution-orientedcollaborationrelationship buildingdocumentationcustomer feedback analysis