Customer Support Specialist

What do we do?

Paddle offers SaaS companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better. 

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 3000 software sellers in 245 territories globally. 

The Role: 

We are looking for someone who would like to start their journey in customer support. You will be working with technology companies, learning how to offer top-notch support and create long term customer relationships. You’ll be searching for transactions, determining why subscriptions were cancelled, processing refund requests, and much more. You will be handling the first line support for all our self-serve customers, quickly identifying the most complex queries and escalating them to our Level 2 Customer Support team.

The ideal candidate will have a strong sense of empathy and you care about people as much as you care about getting your work done. You also have a natural fluidity and thoughtfulness to your written and verbal communication. A good sense of humour is also always a plus. 

You will be part of a global team of support specialists, reporting into the Customer Support Team Lead. This is a great opportunity if you care genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful. There is great growth potential within the role, with opportunities to progress into a Level 2 support function, as well as a number of specialist roles within the company.

In this role, you will be working standard hours (EST) from Monday to Friday. You will also be covering weekends on a rotation with the current team.

What you’ll do: 

• You will respond to and resolve customer queries through all our channels (including email, chat, Twitter, Facebook, WeChat, Dingtalk and phone), enabling our customers to get the most out of Paddle. 
• You will escalate advanced queries to the appropriate internal channels.
• You will continuously improve your knowledge of the Paddle products and increase your ability to understand more and more advanced queries in order to grow in your role.
• You will gather feedback, report issues, propose innovative process improvements, and actively engage in various team meetings.

We’d love to hear from you:

• You have experience in a customer support, customer service, or customer-centric role, or you’re eager to transition into your first customer-focused position.
• You are a proficient English speaker. 
• You are happy to work remotely and are organised in communicating with teams across different time zones (GMT, AEST, EST). 
• You love interacting with and helping people, and seek to empower our customers. 
• You share experiences and feedback with others in order to build your skills.
• You continuously seek to improve, rather than settling for the current state.
• You have an investigative mindset and like to think out of the box.

It’d be great if:

• You have worked for a SaaS company, ideally offering customer support to other software companies.
• You are comfortable working in a fast-paced environment, both autonomously and in collaboration with your teammates, where decisions may need to be made quickly, even without access to all of the information.

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.

Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. 

Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. 

We live and breathe our values, which are:

Exceptional Together

Execute with impact

Better than Yesterday

We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives. 

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and enhanced parental leave. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.

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