Junior Support Specialist

Summary

Join Paddle's customer support team and embark on a rewarding journey in assisting buyers from software companies using our platform. You will handle transactional queries, process refunds and cancellations, and collaborate with a global team. The ideal candidate possesses strong empathy, excellent communication skills, and the ability to follow internal processes. This role offers growth potential within customer support and other specialist areas. You will work standard hours from Monday to Friday. We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives.

Requirements

• You 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
• 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)
• You love interacting with and helping people
• 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

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

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

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