[Hiring] Senior Customer Support Specialist @Paddle
Mar 05, 2025 - Paddle is hiring a remote Senior Customer Support Specialist. 💸 Salary: unspecified. 📍Location: USA, Canada.
Role Description
We are looking for a senior customer support specialist with technical experience interested in proactively solving problems and nurturing relationships within our growing base of software clients. You will be working with technology companies, offering top-notch support, cultivating strong customer satisfaction, and ensuring we deliver effective and supportive customer interactions.
In this role, you will be working standard US hours (EST) for 5 days a week. You will also be covering weekends on a rotation with the current team.
What you'll do:
- 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
- Escalate critical support issues to the appropriate internal channels, and support system-wide status updates
Qualifications
- 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product
- Proficient English speaker
- Basic knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with seller's implementations
- Experience using and testing APIs as well as giving customer support on API related queries
- Comfortable making basic SQL queries
- Used to working remotely and highly organized in communicating with teams across different time zones (GMT, AEST, EST)
- Enjoy interacting with and helping people and seek to empower and educate our customers
- Bring solutions to the table, not just problems
- Share experiences and feedback with others in order to build your skills
- Continuously seek to improve, rather than settling for the current state
- Comfortable communicating and discussing technical concepts with both technical and non-technical audiences
- Investigative mindset and like to think out of the box
Requirements
- Worked for a B2B SaaS company, ideally offering customer support to other software companies
- Thrive in a dynamic environment and can adapt to evolving priorities
Benefits
- Diverse, growing group of Paddlers across the globe with a transparent, collaborative and respectful culture
- Full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives
- ‘Digital-first’ company, allowing remote work or from stylish hubs
- Unlimited holidays and enhanced parental leave
- Investment in learning and personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training
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| 📍 | Be aware of the location restriction for this remote position: USA, Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
USA, Canada
|
|
Job Type
full-time
|
Posted
Mar 05, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA, Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
