Junior Support Specialist

Summary

Join Paddle's growing customer support team as a Buyer Support Specialist! You'll provide top-notch support to end-users of our platform, handling transactional queries like refunds and cancellations. This entry-level role offers excellent growth potential within the company, with opportunities to advance to Level 1 Customer Support or other specialist positions. You'll work standard hours Monday-Friday, remotely, and collaborate with a global team. The ideal candidate possesses strong empathy, excellent communication skills, and a passion for customer support. We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare, unlimited holidays, enhanced parental leave, and a commitment to personal development.

Requirements

• Have 0-2 years experience in a customer support, customer service, or customer-centric role, or you're eager to transition into your first customer-focused position
• Be a proficient English speaker
• Be happy to work remotely and be organised in communicating with teams across different time zones (GMT, AEST, EST)
• Love interacting with and helping people
• 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 queries from our customer’s customers via email. These are transactional queries such as refunds or cancellations
• Escalate advanced/ complex queries to the appropriate internal channels
• 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
• Collect feedback, report any issues you come across, get involved in improving our processes and actively participate in team meetings

Preferred Qualifications

• Have worked for a SaaS company, ideally offering customer support to other software companies
• Already have knowledge of Zendesk or any other helpdesk platforms
• Be tech-savvy
• Be 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

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