Job Description

Location Type: Remote Employment Type: Full-Time

Position Overview

Paddle offers digital product companies a completely different approach to their payment infrastructure. We act as a Merchant of Record, taking away the complexity of payment fragmentation for our customers. Backed by investors like KKR, FTV Capital, Kindred, Notion, and 83North, we serve over 5000 software sellers globally.

We are seeking an enthusiastic individual to begin their journey in customer support. In this role, you will assist buyers (end users) of software companies that utilize our platform. You will learn to provide exceptional support by searching for transactions, processing refunds and subscription cancellations, and more. The ideal candidate possesses strong empathy, a commitment to task completion, and fluid, thoughtful written and verbal communication skills.

You will be part of a global team of buyer support specialists, reporting to the Buyer Support Team Leads. This is an excellent opportunity for someone passionate about customer support and its role in a customer-centric team's success. There is significant growth potential, with opportunities to advance into a Level 1 Customer Support function and various specialist roles within the company.

This role operates on standard hours from Monday to Friday.

Responsibilities

• Respond to and resolve transactional queries from our customers' buyers via email, including requests for refunds or cancellations.
• Escalate advanced or complex queries to the appropriate internal teams.
• Continuously enhance knowledge of Paddle products and increase proficiency in handling more advanced queries to foster growth in the role.
• Collect feedback, report issues, contribute to process improvements, and actively participate in team meetings.

Requirements

• 0-2 years of experience in a customer support, customer service, or customer-centric role, or a strong desire to transition into a customer-focused position.
• Proficient English speaker.
• Comfortable working remotely and organized in communicating with teams across different time zones (GMT, AEST, EST).
• A genuine passion for interacting with and helping people.
• A proactive approach to sharing experiences and feedback to build skills.
• A continuous improvement mindset, avoiding complacency.
• An investigative and creative approach to problem-solving.

Preferred Qualifications

• Experience working for a SaaS company, particularly in a customer support capacity for other software companies.
• Familiarity with Zendesk or other helpdesk platforms.
• Tech-savvy.
• Comfortable working in a fast-paced environment, both independently and collaboratively, making quick decisions even with incomplete information.

Company Information

At Paddle, we are committed to removing barriers for both our customers and our internal teams. We recognize and celebrate the uniqueness of every Paddler and welcome all individual perspectives. As an inclusive employer, we value your skills, curiosity, passion for learning, and contributions to our culture over your educational background, appearance, or origin. We encourage you to apply even if you don't meet every qualification, especially if you belong to an underrepresented group. Please inform us if any accommodations are needed to support you during the application process.