Customer Support Team Lead at Paddle

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, taking away 100% of the pain of payments fragmentation. It’s faster, safer, cheaper, and, above all, way better. The Role: We are looking for a highly motivated self-starter who will bring with them a solid background in providing high-level customer support in a fast-paced, ever-changing environment. You will be working with technology companies, offering top-notch customer support and creating long term customer relationships. And above all, you will be helping real people trying to solve real business problems. The perfect Customer Support Team Lead will have a history of being a fantastic Customer Support Specialist. You will operate as a high-impact 'player-coach,' balancing frontline customer resolution with the strategic growth, coaching, and mentorship of your team. You love problem-solving, finding efficient ways to work through complex customer inquiries, and are extremely comfortable communicating with customers via written and verbal channels. You’re organized and have strong time management skills. It's critical that you have a mindset for using technology and can quickly learn how to use new tools. What you'll do - Respond to and resolve customer queries through all our channels (including email, chat, and social media). Help lead our global digital first support team, manage and monitor Paddle’s service delivery as well as customer satisfaction. - Increase customer satisfaction and build loyalty by providing amazing customer support following the Effortless Experience principles. - Handle escalations from the customer support team and if needed escalate critical support issues to the appropriate internal channel. - Be an expert on Paddle features and capabilities and assist in creating documentation for our internal processes. - Facilitate a collaborative and inclusive environment. - Work with the team members to improve their performance and ensure they reach their KPIs. - Inspire, mentor and build strong relationships with direct reports on a personal level and help them develop their careers. - Be responsible for the onboarding of new support specialists. - Help to develop our team and Paddle through sharing knowledge, contributing to blog posts, experimenting with new innovations and discussing best practices. WE'D LOVE TO HEAR FROM YOU IF YOU ARE: - You are used to working remotely and have some experience in online team management or are looking to grow into a team lead role - You have 3+ years experience in online customer support, providing technical support for a SaaS product, and have a proven track record of mentoring peers or leading small teams in a digital support environment - You have knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with seller's implementations. - You have experience using and testing APIs as well as giving customer support on API related queries. - You like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away. - You love reading and learning about new ways of doing things. There’s always a better way. - You have a positive attitude and enjoy supporting and nurturing others. - You bring solutions to the table and you aren’t afraid to point out where we’re going wrong. - You’re comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information. - You have great communication skills and are a proficient English speaker. Why you’ll love working at Paddle We are a diverse team of 300 (and growing!) 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: Paddle for Others Paddle Together Paddle Simply 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 an 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. 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 .