Senior Customer Support Specialist

Summary

Join Paddle, a leading digital product company, as a Senior Customer Support Specialist. You will provide top-notch support to technology companies, ensuring effective customer interactions and driving customer satisfaction. This role involves resolving customer queries across various channels, contributing to product feedback programs, and building customer loyalty. You will also help develop internal resources and processes, escalating critical issues as needed. The position requires 2+ years of experience in online customer support, proficiency in English, and basic technical skills. You will work standard US hours with weekend rotation.

Requirements

• You have 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product
• You are a proficient English speaker
• Basic 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’re comfortable making basic SQL queries
• You are used to working remotely and are highly organized in communicating with teams across different time zones (GMT, AEST, EST)
• You enjoy interacting with and helping people and seek to empower and educate our customers. If there’s a roadblock, you want to smooth it away
• You bring solutions to the table, not just problems. But you aren’t afraid to point out where we’re going wrong
• 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 are comfortable communicating and discussing technical concepts with both technical and non-technical audiences
• You have an investigative mindset and like to think out of the box

Responsibilities

• Respond to and resolve customer queries through all our channels (including email, chat, and Twitter), empowering our customers to get the most out of Paddle and grow their businesses
• Drive our Product Feedback program to advocate for our software sellers and improve Paddle by incorporating user feedback
• Increase customer satisfaction and build loyalty by providing amazing, personal customer support
• Help to develop our team and Paddle through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows
• You will escalate critical support issues to the appropriate internal channels, and support system-wide status updates

Preferred Qualifications

• You have worked for a B2B SaaS company, ideally offering customer support to other software companies
• You thrive in a dynamic environment and can adapt to evolving priorities. We value agility and decisive action, even when not all variables are known

Benefits

• Attractive salaries
• Stock options
• Retirement plans
• Private healthcare
• Well-being initiatives
• We are a ‘digital-first’ company , which means you can work remotely, from one of our stylish hubs, or even a bit of both!
• We offer all team members unlimited holidays and enhanced parental leave
• We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training