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 will work standard hours (GMT) from Monday to Friday and cover weekends on a rotation.
• You will be part of a global team of support specialists.
• There is great growth potential within the role.
• You will learn how to offer top-notch support and create long-term customer relationships.
• You will handle the first line support for all self-serve customers.
• You will identify complex queries and escalate them to the Level 2 Customer Support team.

Requirements

• You have experience in a customer support, customer service, or customer-centric role.
• You are a proficient English speaker.
• You are happy to work remotely and are organised in communicating with teams across different time zones.
• You love interacting with and helping people.
• You continuously seek to improve your skills.
• You have an investigative mindset and like to think out of the box.

Benefits

• We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, and private healthcare.
• Unlimited holidays and enhanced parental leave.
• Investment in learning and personal development.
• Exposure to new challenges and regular training.
• A transparent, collaborative, and respectful culture.