Customer Support Specialist at Paddle

What do we do? As the SaaS space expands, there’s more potential than ever for growing software companies. Having a great product is only part of the journey. B2B SaaS companies today face endless competition, live or die by customer acquisition costs, have to earn customer loyalty every day, need to operate across borders, and must navigate increasingly complex regulations. Our all-in-one platform is purpose-built for modern SaaS execution and already powers growth for over 2000 software companies, globally. Our Revenue Delivery Platform integrates checkout, payment, and subscription management, making it easy for businesses to activate new business models, enter new markets, turn on new offerings, and renew subscriptions without friction and we handle compliance globally, so our Sellers always operate with full integrity. 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. In this role, you will be working standard hours (your local time) from Monday to Friday. You will also be covering weekends on a rotation with the current team. 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. WHY YOU’LL LOVE WORKING AT PADDLE We are a diverse team of over 300 people. We care deeply about enabling a great culture which is inclusive no matter your background. We celebrate our diverse group of talented employees and we pride ourselves on our transparent, collaborative, friendly and respectful culture. We live and breathe our values, which are: Exceptional Together Execute with impact Better than Yesterday We offer a full suite of benefits, including attractive salaries, stock options, pension plans, private healthcare, a health & wellbeing platform and coaching sessions. We are a ‘digital-first’ company, which means you can work remotely or from our amazing office if you prefer, or even a bit of both! We offer all team members unlimited holidays and 4 months paid family leave regardless of gender. We love our casual dress code, annual company retreats and much more. We truly invest in learning and will help you with your personal development, from constant exposure to new challenges, an annual learning stipend to regular internal and external training. OUR MISSION Our mission is to help software companies succeed — enabling them to focus on creating products the world loves. Thousands of companies rely on our e-commerce platform to sell their software products globally, as well as our powerful analytics and marketing tools to understand and grow their businesses. Our vision is to become the platform that all software companies use to run and grow their business. We aim to replace a fragmented ecosystem of specialised tools with a unified platform that removes the complex burden that comes with running a software business, whilst also providing unparalleled insight to help them grow faster. Deloitte Fast 50 named us amongst the fastest growing software companies in the UK four years running, and we’ve raised over $93m in funding from incredible investors such as FTV Capital, Kindred, Notion, and 83North. Equal opportunities We believe in having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply and we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. Our office is wheelchair friendly and we are a family-friendly employer .