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Senior Customer Support Specialist - Remote

Posted 1 week ago
Customer Service
Full Time
Worldwide

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

  • 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 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.

Benefits

  • Unlimited holidays and enhanced parental leave.
  • Attractive salaries and stock options.
  • Retirement plans and private healthcare.
  • Investment in personal development through training and learning funds.
  • A collaborative and respectful culture.
Paddle logo

Paddle

Paddle is a forward-thinking company that revolutionizes payment infrastructure for SaaS businesses by acting as a Merchant of Record. This innovative approach alleviates the complexities of payment fragmentation, making transactions faster, safer, and more cost-effective for over 3,000 software sellers across 245 territories worldwide. Backed by prominent investors such as KKR and FTV Capital, Paddle is committed to enhancing the developer experience through clear documentation and user-friendly tools. The company fosters a diverse and inclusive culture, prioritizing collaboration, transparency, and continuous improvement, while offering flexible work arrangements and comprehensive benefits to its employees.

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