Customer Support Specialist

What do we do?

Paddle offers SaaS companies a completely different approach to their payments 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 payments fragmentation. It’s faster, safer, cheaper, and, above all, way better.

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 6000 software sellers in 245 territories globally.

The role
We are looking for someone who wants to start their journey in customer support, or expand on previous experience. You will work with digital companies, learning how to offer top-notch support, understand onboarding and compliance, and build long-term customer relationships. You will onboard new sign-ups, review websites, carry out preliminary KYB and KYC checks, search for transactions, process refund requests, investigate disputes, handle payouts and invoicing reconciliation, and more. You will handle first-line support for our self-serve customers, helping to keep their businesses running smoothly, quickly identifying complex queries and escalating them to our Level 2 Customer Support team.

The ideal candidate has a strong sense of empathy and cares about people, while demonstrating a high degree of autonomy. You take initiative, are highly organised, and do not settle for the status quo. This is a startup environment, so you will need to be adaptable and comfortable with change. In this role, you are expected to leave things better than you found them, so you will regularly flag issues and inefficiencies (anything that frustrates you) so they can be improved. You also communicate clearly and thoughtfully, both in writing and verbally. Because we work remotely, you must be a proactive communicator who keeps stakeholders aligned and informed. A good sense of humour is always a plus.

You will be part of a global team of support specialists, reporting to the Customer Support Manager. This is a great opportunity for someone who genuinely cares about customer support and the role it plays in building a customer-centric team. There is strong growth potential, with opportunities to progress into a Level 2 support function, as well as a range of specialist roles within the company.

What you'll do

• You will respond to and resolve customer queries through all our channels (including email, chat, and Twitter), enabling our customers to get the most out of Paddle.

• You will escalate advanced queries to the appropriate internal channels.

• You will continuously improve your knowledge of the Paddle products and increase your ability to understand more and more advanced queries in order to grow in your role.

• You will gather feedback, report issues, propose innovative process improvements, and actively engage in various team meetings.

We'd love to hear from you if

• You have experience in a customer support, customer service, or customer-centric role, or you're eager to transition into your first customer-focused position.

• You are a proficient English speaker.

• You are happy to work remotely and are organised in communicating with teams across different time zones (GMT, AEST, EST, PHT).

• You love interacting with and helping people, and seek to empower our customers.

• You share experiences and feedback with others in order to build your skills.

• You continuously seek to improve, rather than settling for the current state.

• You have an investigative mindset and like to think out of the box.

It'd be great if

• You have worked for a SaaS company, ideally offering customer support to other software companies.

• You are comfortable working in a fast-paced environment, both autonomously and in collaboration with your teammates, where decisions may need to be made quickly, even without access to all of the information.
  

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.
Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together.

Our Values

• Paddle Together - “None of us, is as smart as all of us”

• Paddle Simply - “Simple can be harder than complex: you have to get your thinking clean to make it simple”

• Paddle for others - “We can realise our wildest dreams, so long as we help enough other people to realise theirs”

Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture.

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and 4 months paid family leave regardless of gender. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.