# Client Success Associate

**Company:** [Payabli](https://hotfix.jobs/companies/payabli)
**Location:** Remote
**Role:** Customer Support
**Experience:** 1+ years
**Skills:** Zendesk, Freshdesk, Ticketing Systems, Customer Support, Help Desk, It Support, Problem Solving, Written Communication, Interpersonal Skills, Financial Software
**Posted:** 2026-06-06

> Client Success Associate providing white-glove support for a payments infrastructure platform. Handles partner/merchant inquiries, resolves support tickets, maintains SLAs, and collaborates cross-functionally to drive retention and customer happiness.

## Job Description

## Responsibilities

### Be the Front Line of the Client Support Team
- 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

### Support & Ticket Resolution
- 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

### Knowledge Management
- 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

### Team Collaboration
- 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
- 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.)

## Nice-to-Haves
- Exposure to financial software or payment systems

## Benefits
- 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

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**Canonical:** https://hotfix.jobs/jobs/35ecfc5c-07dc-4af9-bd00-a531729f913d