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.
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 inte.