Buyer Support Manager

Flexible hours
Various work from home options
Dog friendly
Employment type
Full time
Industry
Tech
Competitive Salary + Options

Working closely with our Head of Success Operations, we are looking for a Support Manager which can help us drive the processes and technologies we need to adopt and develop to ensure that we can continue to deliver world class support for our customers as we continue to grow. 

Paddle has grown rapidly over the last couple of years and our order support team has gone from handling 20,000 tickets a month, to well over 100,000. To help all those customers we’ve expanded our team, but also invested in AI technologies to help our customers help themselves. 

Working closely with our Head of Success Operations, we are looking for a Support Manager which can help us drive the processes and technologies we need to adopt and develop to ensure that we can continue to deliver world class support for our customers as we continue to grow. 

This is a strategic focused position which will be responsible for ensuring that Paddle’s order support function and teams are continually evolving to meet new challenges as they arise.

Paddle supports customers from all around the world and our support teams are also distributed in various locations, which always brings unique challenges, everyday is different!

We’ve invested in our AI technologies and heavily depend on them to ensure our support teams can scale. We would love someone to lead this team who is just as excited about training an AI as they are helping our agents improve.

At Paddle we are driven by data and make decisions fast, sometimes it works, sometimes it doesn't, it’s how we learn from our mistakes and iterate quickly. We would like someone who has a keen eye for detail and loves digging into the customer journey and making changes to processes or technology to improve the customer experience. Ideally we would want someone who tries to anticipate the challenges of tomorrow.

What you will do

  • Make decisions on the most effective use of team efforts and resources
  • Identify areas where processes or tools can be improved to drive increased efficiency, scalability and performance and create documentation for processes
  • Work with the team members to improve their performance and ensure they reach their KPIs by continuous training
  • Inspire, mentor and build strong relationships with direct reports and help them develop their careers by mapping out progression plans
  • Manage our remote teams/contractors and ensure they we align with Paddle’s values 
  • Manage and develop our support QA process
  • Work with our operations team to improve the effectiveness of our AI technologies to help our support scale effectively and efficiently
  • Report department metrics to various stakeholders within the business including the head of success operations and our leadership team

We would love to hear from you if 

  • You have at least 5 years of experience managing a support department
  • You have managed an outsourced team remotely in the past
  • You have worked within the SaaS industry before
  • You have good working knowledge and experience with various helpdesk systems
  • You have experience in a BI tool and are comfortable with developing and preparing reports for key stakeholders

Why you’ll love working at Paddle

We are a diverse team of 150+ 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, focusing on ‘solving for the customer’, ‘executing with impact’, becoming ‘better than yesterday’, and being ‘exceptional together’.

We offer a full suite of benefits, including competitive 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 our 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 where we can — from constant exposure to new challenges and annual learning stipend to regular internal and external training.

About us

Our mission is to help software companies succeed — enabling them to focus on creating products the world loves. Thousands of companies rely on our revenue delivery 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.

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​.

 

 

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Flexible hours
Various work from home options
Dog friendly