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:

Working closely with the Seller Support Manager, the Customer Support Team Lead will be leading our customer support team on a daily basis, helping them understand our customer’s queries, upgrade our processes accordingly, onboard new specialists and develop your team to new heights.

We are looking for someone who is a highly motivated self-starter and who will bring with them a solid background in providing high-level customer support in a fast-paced, ever-changing environment.

The ideal Customer Support Team Lead can help us identify and drive improvements to ensure we can continue to deliver world class support to our customers as we continue to grow. A strong relationship builder and a caring individual, who enables the team to grow professionally as well as personally and who can motivate the individuals to bring their best version to work and get better than yesterday every day.

What you'll do:

• Help lead our global digital first support team, manage and monitor Paddle’s service delivery as well as customer satisfaction.
• Ensure the seller support tools are used to their full potential, introduce new and innovative ways of looking at problems and make decisions on the most effective use of team efforts and resources.
• Facilitate a collaborative and inclusive environment.
• Work with the team members to improve their performance and ensure they reach their KPIs.
• Inspire, mentor and build strong relationships with direct reports on a personal level and help them develop their careers.
• Map out progression plans and support and monitor team members in meeting criteria for promotion within Paddle.
• Be responsible for the onboarding of new support specialists.
• Handle escalations from the seller support team and if needed escalate critical support issues to the appropriate internal channel.
• Respond to and resolve customer queries through all our channels (including email, chat and phone).
• Help to develop our team and Paddle through sharing knowledge, contributing to blog posts, experimenting with new innovations and discussing best practices.
• Be an expert on Paddle features and capabilities and assist in creating documentation for our internal processes.
• Increase customer satisfaction and build loyalty by providing amazing customer support following the effortless experience principles.

We'd love to hear from you if you are:

• You are used to working remotely and have at least one year of experience in online team management.
• You have 3+ years experience in online customer support, providing technical support for a SaaS product.
• You have 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 like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away.
• You love reading and learning about new ways of doing things. There’s always a better way.
• You have a positive attitude and enjoy supporting and nurturing others.
• You bring solutions to the table and you aren’t afraid to point out where we’re going wrong.
• You’re comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.
• You have great communication skills and are a proficient English speaker.

Why you’ll love working at Paddle

We are a diverse team of 230 (and growing!) people. We care deeply about enabling a great culture which is inclusive no matter your background. We celebrate our diverse group of talented employees and we pride ourselves on our transparent, collaborative, friendly and respectful culture.

We live and breathe our values, which are:

Exceptional Together

Execute with impact

Better than Yesterday

We offer a full suite of benefits, including attractive salaries, stock options, pension plans, private healthcare, a health & wellbeing platform and coaching sessions.

We are a ‘digital-first’ company, which means you can work remotely or from an amazing office if you prefer, or even a bit of both! We offer all team members unlimited holidays and 4 months paid family leave regardless of gender. We love our casual dress code, annual company retreats and much more. We truly invest in learning and will help you with your personal development, from constant exposure to new challenges, an annual learning stipend to regular internal and external training.

Equal opportunities

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​.