--- title: 'CX Operations Manager at Payabli' canonical: 'https://feeny.ai/job/cx-operations-manager-payabli-remote-b4q3ry1mj3cv' type: 'job' last_seen: '2026-09-08' --- # CX Operations Manager at Payabli - **Company:** Payabli - **Location:** Remote - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-07-12 - **Last confirmed live:** 2026-09-08 - **Apply:** https://jobs.ashbyhq.com/payabli/e4c4f126-4699-4019-9301-b47051cc1368 ## Job 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 the CX Operations Manager at Payabli, you are the systems, data, and infrastructure engine behind our Client Experience organization. You'll build the reporting systems, data pipelines, QA infrastructure, and operational tooling that give leadership visibility into performance and give CX teams the tools and processes to work efficiently. This role focuses on building and maintaining the operational infrastructure that the CX organization depends on — dashboards, health scoring, QA tooling, automation, and the CX tech stack. You'll surface insights and trends that inform decisions across Partner Success, Client Support, and Technical Support, and ensure CX leadership has the data needed for executive alignment and strategic planning. ## WHAT YOU'LL DO ## CX TECH STACK & AUTOMATION - 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 ## CX WORKFLOWS & PROCESS OPTIMIZATION - 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. ## ANALYTICS, REPORTING & EXECUTIVE VISIBILITY - 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 ## PARTNER HEALTH & PREDICTIVE ANALYTICS - 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 ## STRATEGIC INITIATIVES - 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 ## QA INFRASTRUCTURE & REPORTING - Build and configure QA scoring rubrics within support tooling, collaborating with CX Training & Knowledge Specialist. - Generate and maintain QA reports that CX team leads use to coach their teams - Track QA trends over time and surface patterns that inform training priorities and process improvements in collaboration with CX Training & Knowledge Specialist. ## WHAT YOU BRING ## REQUIRED EXPERIENCE & SKILLS - 5-8+ years of experience in CX operations, revenue operations, business operations, or analytics roles, preferably in payments, fintech, or B2B SaaS - Proven track record of building dashboards, reports, and operational infrastructure that drive decision-making - Strong analytical skills — comfortable with data architecture, trend analysis, and translating data into actionable insights - Experience implementing and migrating CX tools and platforms (Preferably Intercom) - Experience as a system administrator or super user of CX or support platforms (CRM, ticketing systems, analytics platforms) (Preferably Intercom) - Proficiency with data and reporting tools — Excel/Sheets at an advanced level, plus experience with BI tools (Looker, Tableau, Metabase, or similar) - Experience designing and optimizing workflows and processes in a fast-paced, scaling environment - Strong communication skills — ability to present data clearly to leadership and translate operational needs across technical and non-technical teams - Self-starter mentality with the ability to work independently, manage competing priorities, and build systems from the ground up ## NICE TO HAVE - Experience with partner or customer health scoring models and predictive analytics - Background in payments, merchant services, or financial technology operations - Familiarity with AI-powered support tools and automation strategy - Proficiency with SQL, Python, or other data analysis tools - Experience building or configuring QA scoring infrastructure within support platforms ## WHO YOU ARE - Data-Obsessed: You believe every operational decision should be grounded in data, and you're the person who builds the systems to make that possible - A Systems Thinker: You see the connections between tools, processes, and outcomes — and you optimize the whole system, not just individual pieces - Proactive: You don't wait for leadership to ask for a report — you surface the insight before they know they need it - Detail-Oriented: You understand that "little things count" — a misconfigured workflow or inaccurate dashboard erodes trust across the org - Collaborative: You work seamlessly with CX team leads and cross-functional partners to ensure operations serve the people doing the work - Efficiency-Driven: You're constantly looking for ways to automate, streamline, and eliminate manual work so the team can focus on what matters ## SUCCESS METRICS - Dashboard & Reporting Coverage: Automated dashboards in place for all core CX KPIs — team performance, SLA compliance, partner health, and ticket trends — with leadership using them as the primary source of truth - Partner Health Accuracy: Health scores are consistently maintained, predictive of actual outcomes, and actively used by PSMs for proactive account management - QA Infrastructure: QA scoring rubrics are configured, maintained, and generating reports that CX team leads actively use for coaching - Process Efficiency: Process recommendations adopted by CX leadership result in measurable reduction in manual work, faster resolution workflows, and improved team throughput - Tool Adoption: CX tech stack is well-maintained and delivering measurable value; AI tools showing quantifiable impact on team efficiency ## ROLE EVOLUTION The responsibilities of this role will evolve with the business. As Payabli scales, the operational complexity and strategic importance of this function will grow over time. 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. 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 2026 Best Workplaces, and Built In’s 2026 Best Places to Work in Miami. What we can offer you: - 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 We're eager to hear from you if you're interested in getting in at ground level in a fast-growing, exciting Fintech company! Payabli is an equal opportunity employer and values a diverse, inclusive workplace. Principals only. No external agency submissions. Candidates must apply directly; We will not accept submissions from third-party recruiters or staffing agencies. ## About Payabli ## Company Overview - **One-liner**: Payabli provides a unified payments infrastructure platform that enables software companies to embed, manage, and monetize payment acceptance and payouts through a single API. - **Entity Type**: Private (Series B) - **Headquarters**: Miami, Florida, United States - **Founded**: 2020 - **Founders**: Joseph Elias Phillips (Co-Founder) and others (specific co-founder name not publicly listed) ## Core Business - **Primary industry/industries**: Fintech, Payments Infrastructure, Embedded Payments - **Target customers**: B2B; software companies (SaaS platforms, ISVs, marketplaces) that want to embed payment capabilities into their own products. - **Mission or purpose statement**: To make software companies payments companies™ by providing the infrastructure and expertise to turn payments into a core part of their business model. ## Products & Services - **Pay In**: Facilitates and monetizes payment acceptance from customers. Includes omnichannel support (online, in-person, wallets, bill pay, lockbox, RDC) via direct APIs and embeddable low/no-code components. - **Pay Out**: Enables platforms to issue payments to suppliers, vendors, and partners. Includes managed payables, on-demand payouts, vendor portals, and spend management. - **Pay Ops**: A suite of operational tools for merchant boarding, risk and underwriting, pricing and billing, and reporting/analytics to manage the entire payments lifecycle. - **Trusted Advisory**: White-glove integration support, strategic guidance on interchange optimization, pricing, and payment adoption, provided by a team of payment experts. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Key Metric**: Total Funding of **$96.05M** across 5 rounds (Seed, Series A, Series B, Corporate Round). Annual Revenue is estimated at **$6.5M**. - **Notable Investors/Partners**: QED Investors (lead Series A & B), Fika Ventures (lead Seed & Series B), TTV Capital (lead Seed), Bling Capital, Huntington National Bank (Corporate Round lead). - **Growth Signals**: - Ranked **No. 141 on the 2025 Inc. 5000 list** with 5X year-over-year revenue growth. - Named to **Inc.’s 2025 Best Workplaces** list. - **65.7% employee headcount growth year-over-year**, now at 95 employees. - Operates in **8 countries** (US, Brazil, Mexico, Spain, Uruguay, UAE, Canada, India). ## Competitive Advantages - **Unified, Full-Stack Platform**: Unlike many competitors who specialize in only one area (e.g., just processing or just payouts), Payabli offers a single API for Pay In, Pay Out, and Pay Ops, simplifying the tech stack for software companies. - **Deep Payments Expertise**: Founded by industry veterans with over 18 years of experience; offers "white glove" advisory services and strategic guidance, not just a product. - **Transparent Economics**: Provides visibility into wholesale costs and offers flexible pricing and billing tools to help software companies maximize margin. - **Fast Time-to-Market**: Low and no-code embeddable components allow for rapid integration, getting platforms live "in days, not months." ## Strategic Focus - **Accelerating Innovation**: Using the $36M Series B (led by QED Investors and Fika Ventures, July 2025) to further develop its payments infrastructure and expand its product suite. - **Scaling the Partner Ecosystem**: Focused on onboarding more software partners and expanding into new verticals and geographies (evidenced by operations in 8 countries). - **Deepening Monetization**: Helping existing partners optimize their payments strategies to drive more revenue and customer retention through interchange optimization and adoption techniques. ## Why Work Here - **Culture & Recognition**: Named a 2025 Inc. Best Workplace. Employee reviews on Indeed highlight a "family-like" culture, respect, and a focus on employee well-being. - **Growth & Learning**: High-growth environment (5X revenue growth, 65% headcount growth) offers significant opportunities for career advancement and learning about the fintech/payments world. - **Remote & Flexible**: The company supports remote work (many roles listed as "Remote"), with a physical office presence in Miami and Phoenix. - **Engineering Focus**: The tech stack includes modern tools (APIs, Webhooks, Slack, Zoom). The engineering team makes up a significant portion of the workforce (32% of employees). - **Mission-Driven Work**: Employees work on a core problem for software companies—making payments a strategic asset—which offers a sense of impact and innovation. ## Sources 1. [Payabli.com](https://payabli.com/) 2. [Payabli About Us](https://www.payabli.com/about-us/) 3. [Payabli LinkedIn](https://www.linkedin.com/company/payabli) 4. [Built In Payabli](https://builtin.com/company/payabli) 5. 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