Senior Customer Support Specialist

What do we do?

Paddle offers digital product 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 5000 software sellers in 245 territories globally. 

The Role:  

We are looking for a senior customer support specialist with technical experience interested in proactively solving problems and nurturing relationships within our growing base of software clients. You will be working with technology companies, offering top-notch support, cultivating strong customer satisfaction, and ensuring we deliver effective and supportive customer interactions. And above all, you will be helping real people trying to solve real business problems. 

You should have a strong sense of empathy and care about people as much as you care about solving queries across a range of subjects in a software and payments-related environment. You can also put yourself in the customer's shoes, are thoughtful, and can express yourself clearly in written and verbal communication. A good sense of humour is also always a plus! 

You will be part of a global team of Senior Support Specialists, reporting into the Customer Support Team Lead who will empower you to have a voice as to where your department is heading in the future. This is a great opportunity if you care deeply, genuinely and passionately about customer support, overcoming technical challenges, and about the role you can play in making a customer-centric team successful.

In this role, you will be working standard US hours (EST) for 5 days a week. You will also be covering weekends on a rotation with the current team

What you'll do: 

• Respond to and resolve customer queries through all our channels (including email, chat, and Twitter), empowering our customers to get the most out of Paddle and grow their businesses

• Drive our Product Feedback program to advocate for our software sellers and improve Paddle by incorporating user feedback

• Increase customer satisfaction and build loyalty by providing amazing, personal customer support

• Help to develop our team and Paddle through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows

• You will escalate critical support issues to the appropriate internal channels, and support system-wide status updates

We'd love to hear from you:

• You have 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product

• You are a proficient English speaker

• Basic knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with seller's implementations

• You have experience using and testing APIs as well as giving customer support on API related queries

• You’re comfortable making basic SQL queries

• You are used to working remotely and are highly organized in communicating with teams across different time zones (GMT, AEST, EST)

• You enjoy interacting with and helping people and seek to empower and educate our customers. If there’s a roadblock, you want to smooth it away

• You bring solutions to the table, not just problems. But you aren’t afraid to point out where we’re going wrong

• 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 are comfortable communicating and discussing technical concepts with both technical and non-technical audiences

• You have an investigative mindset and like to think out of the box

It'd be great if:

• You have worked for a B2B SaaS company, ideally offering customer support to other software companies

• You thrive in a dynamic environment and can adapt to evolving priorities. We value agility and decisive action, even when not all variables are known

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:

Paddle for others

Paddle together

Paddle simply

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.