Customer Support Specialist

Summary

Join Paddle's customer support team and embark on a rewarding journey in assisting technology companies. You will be handling first-line support, resolving customer queries across various channels, and escalating complex issues. The ideal candidate possesses strong empathy, excellent communication skills, and a proactive approach to problem-solving. This role offers growth potential within the company, including opportunities to advance to Level 2 support or specialist roles. You will work standard hours with weekend rotation and enjoy the flexibility of remote work. Paddle fosters a diverse and inclusive work environment.

Requirements

• Have experience in a customer support, customer service, or customer-centric role, or be eager to transition into your first customer-focused position
• Be a proficient English speaker
• Be happy to work remotely and be organized in communicating with teams across different time zones (GMT, AEST, EST)
• Love interacting with and helping people, and seek to empower our customers
• Share experiences and feedback with others in order to build your skills
• Continuously seek to improve, rather than settling for the current state
• Have an investigative mindset and like to think out of the box

Responsibilities

• Respond to and resolve customer queries through all channels (email, chat, Twitter, Facebook, WeChat, Dingtalk and phone)
• Escalate advanced queries to the appropriate internal channels
• Continuously improve your knowledge of Paddle products and increase your ability to understand more advanced queries
• Gather feedback, report issues, propose innovative process improvements, and actively engage in various team meetings

Preferred Qualifications

A good sense of humour

Benefits

• Attractive salaries
• Stock options
• Retirement plans
• Private healthcare
• Well-being initiatives
• Work remotely
• Unlimited holidays
• Enhanced parental leave
• Annual learning fund
• Regular internal and external training