Senior 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.

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 5000 software sellers in 245 territories globally.

In Short

• Respond to and resolve customer queries through all our channels (including email, chat, and Twitter).
• Drive our Product Feedback program to advocate for our software sellers.
• 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 and FAQs.
• Escalate critical support issues to the appropriate internal channels.
• Work standard US hours (EST) for 5 days a week, covering weekends on a rotation.

Requirements

• 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product.
• Proficient English speaker.
• Basic knowledge of HTML, CSS, and JavaScript.
• Experience using and testing APIs.
• Comfortable making basic SQL queries.
• Used to working remotely and organized in communicating across time zones.
• Enjoy interacting with and helping people.
• Bring solutions to the table, not just problems.
• Comfortable communicating technical concepts to both technical and non-technical audiences.
• Investigative mindset and like to think out of the box.

Benefits

• Diverse, growing team with a transparent, collaborative culture.
• Attractive salaries, stock options, retirement plans, and private healthcare.
• Unlimited holidays and enhanced parental leave.
• Investment in learning and personal development.