Customer Support Specialist - Remote

Overview

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.

In Short

• You will respond to and resolve customer queries through all our channels (including email, chat, Twitter, Facebook, WeChat, Dingtalk and phone).
• You will escalate advanced queries to the appropriate internal channels.
• You will continuously improve your knowledge of the Paddle products.
• You will gather feedback, report issues, and propose innovative process improvements.
• You have experience in a customer support role or are eager to transition into your first customer-focused position.
• You are a proficient English speaker.
• You are happy to work remotely and organised in communicating with teams across different time zones.
• You love interacting with and helping people.
• You continuously seek to improve.
• You have an investigative mindset.

Requirements

• Strong sense of empathy and care for people.
• Natural fluidity and thoughtfulness in communication.
• Good sense of humour.
• Ability to handle complex queries and escalate when necessary.
• Willingness to learn and grow within the role.
• Ability to work standard hours (EST) from Monday to Friday and cover weekends on rotation.

Benefits

• Unlimited holidays and enhanced parental leave.
• Attractive salaries and stock options.
• Retirement plans and private healthcare.
• Investment in learning and personal development.
• Collaborative and respectful culture.