Customer Support Team Lead

Job Description

What do we do?

Paddle offers SaaS companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better.

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 3000 software sellers in 245 territories globally.

The Role:

We are looking for a highly motivated self-starter who will bring with them a solid background in providing high-level customer support in a fast-paced, ever-changing environment. You will be working with technology companies, offering top-notch customer support and creating long term customer relationships. And above all, you will be helping real people trying to solve real business problems.

The perfect Customer Support Team Lead will primarily be a fantastic Customer Support Specialist. Besides that, the Team Lead supports the Customer Support Manager to identify and drive improvements to ensure we can continue to deliver world class support to our customers as we continue to grow. A relationship builder and 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.

You love problem-solving, finding efficient ways to work through complex customer inquiries, and are extremely comfortable communicating with customers via written and verbal channels. You’re organized and have strong time management skills. It's critical that you have a mindset for using technology and can quickly learn how to use new tools.

What you'll do:

• Respond to and resolve customer queries through all our channels (including email, chat and phone). Help lead our global digital first support team, manage and monitor Paddle’s service delivery as well as customer satisfaction.

• Increase customer satisfaction and build loyalty by providing amazing customer support following the effortless experience principles.

• Handle escalations from the customer support team and if needed escalate critical support issues to the appropriate internal channel.

• Be an expert on Paddle features and capabilities and assist in creating documentation for our internal processes.

• 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.

• Be responsible for the onboarding of new support specialists.

• Help to develop our team and Paddle through sharing knowledge, contributing to blog posts, experimenting with new innovations and discussing best practices.

We'd love to hear from you:

• Used to working remotely and have some experience in online team management or are looking to grow into a team lead role

• Experienced in online customer support, providing technical support for a SaaS product and have already dipped your toes into the world of a Team Lead

• Are knowledgeable of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with seller's implementations.

• Bring experience using and testing APIs as well as giving customer support on API related queries.

• Someone who likes making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away.

• Curious about developing your craft, loves to learn about new ways of doing things. There’s always a better way.

• A positive person who enjoys supporting and nurturing others.

• Solutions focussed, with strong self awareness and the ability to point out where we’re going wrong.

• Comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.

• A great communicator with proficient English.

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.

Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together.

Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative 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, retirement plans, private healthcare and well-being initiatives.

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and 4 months of paid family leave regardless of gender. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.