[Hiring] Customer Support Specialist @Paddle

Role Description

We are looking for someone who wants to start their journey in customer support, or expand on previous experience. You will work with digital companies, learning how to offer top-notch support, understand onboarding and compliance, and build long-term customer relationships.

• Onboard new sign-ups
• Review websites
• Carry out preliminary KYB and KYC checks
• Search for transactions
• Process refund requests
• Investigate disputes
• Handle payouts and invoicing reconciliation
• Provide first-line support for self-serve customers
• Identify complex queries and escalate them to Level 2 Customer Support team

The ideal candidate has a strong sense of empathy and cares about people, while demonstrating a high degree of autonomy. You take initiative, are highly organised, and do not settle for the status quo. This is a startup environment, so you will need to be adaptable and comfortable with change. You are expected to leave things better than you found them, regularly flagging issues and inefficiencies for improvement. Clear and thoughtful communication, both in writing and verbally, is essential. A good sense of humour is always a plus.

You will be part of a global team of support specialists, reporting to the Customer Support Manager. This is a great opportunity for someone who genuinely cares about customer support and the role it plays in building a customer-centric team. There is strong growth potential, with opportunities to progress into a Level 2 support function, as well as a range of specialist roles within the company.

In this role, you will be working standard hours (your local time) from Monday to Friday, covering weekends on a rotation with the current team.

Qualifications

• Experience in a customer support, customer service, or customer-centric role, or eager to transition into your first customer-focused position
• Proficient English speaker
• Organised in communicating with teams across different time zones (GMT, AEST, EST, PHT)
• Love interacting with and helping people
• Share experiences and feedback with others to build skills
• Continuously seek to improve
• Investigative mindset and like to think out of the box

Requirements

• Comfortable working in a fast-paced environment, both autonomously and in collaboration with teammates
• Ability to make decisions quickly, even without access to all information

Benefits

• Diverse team of over 300 people
• Inclusive culture regardless of background
• Full suite of benefits including attractive salaries, stock options, pension plans, private healthcare, health & wellbeing platform, and coaching sessions
• Remote work options or from the office
• Unlimited holidays and 4 months paid family leave regardless of gender
• Casual dress code and annual company retreats
• Investment in learning and personal development

Company Description

Our mission is to help software companies succeed — enabling them to focus on creating products the world loves. Thousands of companies rely on our e-commerce platform to sell their software products globally, as well as our powerful analytics and marketing tools to understand and grow their businesses.

Our vision is to become the platform that all software companies use to run and grow their business. We aim to replace a fragmented ecosystem of specialised tools with a unified platform that removes the complex burden that comes with running a software business, whilst also providing unparalleled insight to help them grow faster.

Deloitte Fast 50 named us amongst the fastest growing software companies in the UK four years running, and we’ve raised over $93m in funding from incredible investors such as FTV Capital, Kindred, Notion, and 83North.

We believe in having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply and we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. Our office is wheelchair friendly and we are a family-friendly employer.