🛠 Tech Stack

💼 About This Role

You'll lead a global digital-first support team for Paddle, a SaaS payments infrastructure company. You'll balance frontline customer resolution with coaching and mentoring your team, handling escalations and improving service delivery. This role offers the chance to shape a collaborative team culture in a fast-paced remote environment.

🎯 What You'll Do

• Respond to and resolve customer queries via email, chat, and social media
• Manage and monitor service delivery and customer satisfaction
• Handle escalations and escalate critical support issues internally
• Coach and mentor team members to improve performance and KPIs

📋 Requirements

• 3+ years of online customer support for a SaaS product
• Experience mentoring peers or leading small support teams
• Knowledge of HTML, CSS, JavaScript and browser developer tools
• Experience using and testing APIs for customer support

✨ Nice to Have

• Experience in a remote-first company
• Familiarity with merchant of record or payments industry

🎁 Benefits & Perks

• 🏖️ Unlimited holidays
• 📈 Stock options and attractive salary
• 🏥 Private healthcare and pension plan
• 👶 4 months paid family leave regardless of gender
• 📚 Annual learning stipend and training