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.

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.