Senior Customer Support Specialist

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Technology, Payment Processing, Software ServicesIndustries

Requirements

Candidates should possess at least 2 years of experience in online customer support, preferably within a B2C or B2B SaaS environment, and demonstrate proficiency in English. Familiarity with HTML, CSS, and JavaScript, along with experience utilizing browser developer tools, is beneficial. Experience with APIs, including testing and providing support related to them, is required, as is the ability to execute basic SQL queries. Candidates should be comfortable working remotely and communicating effectively across different time zones.

Responsibilities

The Senior Customer Support Specialist will respond to and resolve customer queries through various channels, including email, chat, and Twitter, while driving the Product Feedback program to advocate for software sellers and improve Paddle. They will increase customer satisfaction and build loyalty by providing exceptional, personalized customer support, and escalate critical issues to internal channels. Additionally, they will contribute to the development of team resources like Knowledge Bases, FAQs, and documentation, identify inefficiencies in support workflows, and support system-wide status updates.

Skills

Customer Support

Technical Troubleshooting

Payments Systems

Software Support

Relationship Management

Empathy

Verbal and Written Communication

Problem-Solving

Customer Care

Paddle

Platform for SaaS billing and compliance

About Paddle

Paddle simplifies software sales for SaaS companies by providing a platform that manages billing, payments, tax compliance, and customer support. Its tools allow developers to focus on product development instead of administrative tasks. Paddle's all-in-one solution includes payment processing, subscription management, invoicing, and compliance with international tax laws, helping clients streamline operations and scale efficiently. The company earns revenue through transaction fees and subscription plans, aligning its success with that of its clients. Paddle's platform is flexible, easy to configure, and offers extensive API documentation for seamless integration. It also supports webhook notifications for real-time updates. The goal of Paddle is to be a vital partner for software companies aiming to grow internationally while managing the complexities of tax and compliance.

London, United KingdomHeadquarters

2012Year Founded

$283.4MTotal Funding

SERIES_DCompany Stage

Enterprise Software, FintechIndustries

201-500Employees