Senior Customer Support Specialist

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

What We Do

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 act as a Merchant of Record for our customers. This means we eliminate 100% of the pain of payment fragmentation, providing a faster, safer, cheaper, and ultimately better solution. We are backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North, and we serve over 5000 software sellers in 245 territories globally.

The Role

We are seeking a Senior Customer Support Specialist with technical experience who is passionate about proactively solving problems and nurturing relationships within our growing base of software clients. You will be working with technology companies, providing top-notch support, cultivating strong customer satisfaction, and ensuring effective and supportive customer interactions. Above all, you will be helping real people solve real business problems.

You should possess a strong sense of empathy, caring about people as much as you care about solving queries across a range of subjects in a software and payments-related environment. You can put yourself in the customer's shoes, are thoughtful, and can express yourself clearly in both written and verbal communication. A good sense of humor is also always a plus!

You will be part of a global team of Senior Support Specialists, reporting to the Customer Support Team Lead. This role offers the opportunity to have a voice in the future direction of the department. This is a great opportunity if you care deeply, genuinely, and passionately about customer support, overcoming technical challenges, and contributing to the success of a customer-centric team.

This role operates on standard US hours (EST) for 5 days a week, with weekend coverage on a rotational basis with the current team.

What You'll Do

• Respond to and resolve customer queries across all our channels (including email, chat, and Twitter), empowering our customers to get the most out of Paddle and grow their businesses.
• Drive our Product Feedback program to advocate for our software sellers and improve Paddle by incorporating user feedback.
• Increase customer satisfaction and build loyalty by providing amazing, personal customer support.
• Contribute to the development of our team and Paddle by adding to our Knowledge Bases, FAQs, and Developer Documentation, innovating on existing processes, and identifying inefficiencies in existing support workflows.
• Escalate critical support issues to the appropriate internal channels and support system-wide status updates.

We'd Love to Hear From You If You Have:

• 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product.
• Proficient English speaking skills.
• Basic knowledge of HTML, CSS, and JavaScript, and experience using browser developer tools to investigate issues with seller implementations.
• Experience using and testing APIs, as well as providing customer support on API-related queries.
• Comfort making basic SQL queries.
• Experience working remotely and are highly organized in communicating with teams across different time zones (GMT, AEST, EST).
• A genuine enjoyment of interacting with and helping people, with a drive to empower and educate our customers. You aim to smooth away roadblocks.
• A proactive approach to bringing solutions to the table and are not afraid to point out areas for improvement.
• A willingness to share experiences and feedback with others to build skills.
• A continuous drive for improvement, rather than settling for the current state.
• Comfort communicating and discussing technical concepts with both technical and non-technical audiences.
• An investigative mindset and enjoy thinking outside the box.

It'd Be Great If You Have:

• Experience working for a B2B SaaS company, ideally offering customer support.