Full-Time Senior Customer Support Specialist
Paddle is hiring a remote Full-Time Senior Customer Support Specialist. The career level for this job opening is Senior Manager and is accepting USA, Canada based applicants remotely. Read complete job description before applying.
Paddle
Job Title
Posted
Career Level
Career Level
Locations Accepted
Share
Job Details
What do we do?Paddle offers digital product companies a unique approach to payment infrastructure. We act as a Merchant of Record, streamlining payments and removing fragmentation for our clients. This approach is faster, safer, cheaper, and better.
The Role: We seek a senior customer support specialist with technical experience to proactively resolve issues and build relationships with our growing software client base. You'll provide top-notch support, fostering customer satisfaction. You must have empathy, and a desire to solve software and payment-related problems.
What you'll do:
- Respond to and resolve customer queries via various channels (email, chat, Twitter).
- Drive the Product Feedback program to improve Paddle through user feedback.
- Enhance customer satisfaction and loyalty through excellent, personalized support.
- Contribute to Knowledge Bases, FAQs, Developer Documentation, and streamline existing support workflows.
- Escalate critical issues to appropriate internal channels.
- Support system-wide status updates.
We'd love to hear from you:
- 2+ years experience in online customer support (B2C/B2B), preferably supporting a SaaS product.
- Proficient English speaker.
- Basic knowledge of HTML, CSS, JavaScript, and browser developer tools.
- Experience using and testing APIs.
- Comfortable with basic SQL queries.
- Highly organized and proficient in remote communication across different time zones.
- Passionate about helping and empowering customers.
- Solution-oriented and willing to identify areas for improvement.
- Comfortable communicating technical concepts to both technical and non-technical audiences.
It would be great if:
- You've worked for a B2B SaaS company, ideally offering support to other software companies.
- You thrive in a dynamic environment and adapt to evolving priorities.
Benefits and Culture:
- Competitive salary, stock options, and benefits.
- Remote work option.
- Unlimited vacation policy.