Customer Support Specialist

What do we do?

Paddle offers SaaS companies a completely different approach to their payments 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 payments 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 6000 software sellers in 245 territories globally.

The role
We are looking for someone who wants to start their journey in customer support, or expand on previous experience. You will work with digital companies, learning how to offer top-notch support, understand onboarding and compliance, and build long-term customer relationships. You will onboard new sign-ups, review websites, carry out preliminary KYB and KYC checks, search for transactions, process refund requests, investigate disputes, handle payouts and invoicing reconciliation, and more. You will handle first-line support for our self-serve customers, helping to keep their businesses running smoothly, quickly identifying complex queries and escalating them to our Level 2 Customer Support team.

The ideal candidate has a strong sense of empathy and cares about people, while demonstrating a high degree of autonomy. You take initiative, are highly organised, and do not settle for the status quo. This is a startup environment, so you will need to be adaptable and comfortable with change. In this role, you are expected to leave things better than you found them, so you will regularly flag issues and inefficiencies (anything that frustrates you) so they can be improved. You also communicate clearly and thoughtfully, both in writing and verbally. Because we work remotely, you must be a proactive communicator who keeps stakeholders aligned and informed. A good sense of humour is always a plus.

You will be part of a global team of support specialists, reporting to the Customer Support Manager. This is a great opportunity for someone who genuinely cares about customer support and the role it plays in building a customer-centric team. There is strong growth potential, with opportunities to progress into a Level 2 support function, as well as a range of specialist roles within the company.

What you'll do

• You will respond to and resolve customer queries through all our channels (including email, chat, and Twitter), 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 if

• 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, PHT).

• 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