Job Description

Employment Type: Full-Time Location Type: Remote Salary: Not Specified

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 complexities of payment fragmentation for our customers. Backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North, we serve over 5000 software sellers globally.

We are seeking an enthusiastic individual to start their journey in customer support. In this role, you will assist our buyers (end users) from software companies that use our platform. You will learn to provide top-notch support by searching for transactions, processing refunds and subscription cancellations, and more.

The ideal candidate possesses empathy, a strong work ethic, and excellent written and verbal communication skills. You will be a valuable 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, with significant growth potential into Level 1 Customer Support and other specialist roles within the company.

This role operates on standard hours, Monday to Friday.

Responsibilities

• Respond to and resolve transactional queries from our customer's customers via email, including refunds and cancellations.
• Escalate advanced or complex queries to the appropriate internal channels.
• Continuously improve knowledge of Paddle products and the ability to handle increasingly complex queries.
• 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.
• Willingness to share experiences and feedback to build skills.
• A drive for continuous improvement and a proactive approach to problem-solving.
• An investigative mindset and a knack for thinking outside the box.

Desired Qualifications (Great to Have)

• Previous experience in a SaaS company, ideally providing customer support to other software companies.
• Familiarity with Zendesk or other helpdesk platforms.
• Tech-savvy.
• Comfortable working autonomously and collaboratively in a fast-paced environment where quick decision-making is sometimes necessary.

Company Information

At Paddle, we are committed to removing invisible barriers for both our customers and within our teams. We 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 formal education, appearance, or origin. We encourage applications from individuals who may not meet every qualification, especially those from underrepresented groups. Please inform us if there are any accommodations needed to support your application process.