Success Operations Analyst

Job Description

What do we do?

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.

We have over 230+ talented employees serving over 3000 software sellers in 245 territories globally. Backed by investors including FTV Capital, Kindred, Notion, and 83North, Paddle aims to define the next wave of B2B SaaS leaders.

The Role:

We’re looking for an Operations Analyst to join our Customer Success team. It’s our job to enable Paddle’s diverse functions, supplying our teams with data, insights and tools to make them more efficient and support our rapid growth.

We’re a data-driven company, processing thousands of transactions every day on behalf of our software sellers. We use this data to monitor our business performance, ensure our customers are getting the best experience, and inform the decisions we make day to day.

The core of your role will be to build the tools and solutions needed to drive processes and increase operational efficiency. You will also build the dashboards and reports to make our data accessible and easy to understand. You’ll have plenty of opportunities to refine our data, seek out new data sources and implement solutions to enhance the insights we're able to gain from our analysis.

What you'll do:

The Operations Analyst role at Paddle is highly varied, spans the entire organisation, and tends to change with the demands of the business. Some examples of the things you’ll be involved in include:

• Implementing / Improving our tools to make our teams more efficient and give them more context about the people they are supporting.
• Keeping track of our Seller Support team’s performance against SLAs, and implementing remediation plans where necessary
• Keeping track of our Buyer support team’s performance against SLAs, and implementing remediation plans where necessary
• Supporting our Account Manager team with actionable insights that they can use to improve customer satisfaction and increase our revenue.

We'd love to hear from you if:

• You are highly commercially minded, have a can-do attitude and complementary technical skills.
• You have experience working with tools/data and making it consumable to others will be at the heart of what you do.
• You have experience writing scripts ( Python, Node, JS etc. ) and integrating tools together to support business processes and using APIs should be second nature to you.
• You know how to work with databases, and you can learn to write queries using MySQL (or similar).
• You’re familiar with BI and data visualisation tools like Periscope, Looker or Tableau, and know how to best present data for maximum effect.
• You can problem solve using logic. We still need creativity but approaching and understanding processing from a logical perspective is vital.

It'd be great if

• You have prior experience of working in an Operations/Data function
• You are able to solve problems creatively
• You have knowledge of MySQL or similar, and an understanding of relational databases (detailed knowledge can be learned on the job)
• You have some experience of AWS, API's or Lambda's
• You have good project management and prioritisation skills
• You are enthusiastic, self-motivated and comfortable working in a small and dynamic environment

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​.

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