Customer Support Specialist, Paddle
Payments, tax, and subscriptions solution for SaaS
Job no longer available
Payments, tax, and subscriptions solution for SaaS
201-500 employees
Job no longer available
201-500 employees
Company mission
To help SaaS companies navigate the revenue journey at every stage.
Role
Who you are
- You have 1+ years in online customer support, preferably supporting a SaaS product
- Basic 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 are used to working remotely and are highly organised in communicating with teams across different time zones
- You are a proficient English speaker
- You enjoy interacting with and helping people and seek to empower and educate our customers. If there’s a roadblock, you want to smooth it away
- You bring solutions to the table, not just problems. (But you aren’t afraid to point out where we’re going wrong)
Desirable
- You have worked for a SaaS company, ideally offering customer support to other software companies
- You are comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information
What the job involves
- You will respond to and resolve customer queries through all our channels (including email, chat, Twitter, Facebook and phone), empowering our customers to get the most out of Paddle and grow their businesses
- You will drive our Voice of the Customer program to advocate for our software sellers and improve Paddle by incorporating user feedback
- You will increase customer satisfaction and build loyalty by providing amazing, personal customer support
- You will help to develop our team and Paddle through sharing knowledge, creating first-class documentation, contributing to blog posts, experimenting with innovations and discussing best practices
- You will escalate critical support issues to the appropriate internal channels
Our take
Software as a service (SaaS) is becoming the dominant way for new companies to sell their products. However, there are many interlinked tasks that can be used to build a great business. For example, setting up trials and licences, insights and analysis, payment gateways, taxes, and internationalisation.
Paddle offers SaaS companies a completely different approach to their payment infrastructure so that fast-growing companies don't need to deal with this complicated puzzle. Instead of assembling and maintaining a complex stack of payments-related apps and services, it acts as a Merchant of Record for customers, removing the pain of payment fragmentation.
Now serving over 4,000 customers, and having entered the unicorn club in 2022, the company has clearly found its share of success. By handling payments and compliance, Paddle lets companies focus on scaling without operational headaches, positioning itself as a key player in SaaS infrastructure management.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
May 2022
$200m
SERIES D
Nov 2020
$68m
SERIES C
Total funding: $291.4m
Company benefits
- Share options: We value your contribution and offer Paddle share options
- Private healthcare and mental health support: We will support you to be in your best health, physically and mentally
- Flexible time off: We offer unlimited vacation time so you can unwind and recharge
- Learning and development: Generous budget to support your learning journey and your reading habit
- Family leave: We know that having a baby is a life-changing event. That's why we offer 26 weeks of fully paid leave for birthing parents/primary caregivers, and 17 weeks of full paid leave for non-birthing parents/partners
- Navigate: Work up to 45 days a year from a different country
- Transportation subsidies: We will help you get a discount annual train ticket or if cycling is your jam, you can use our cycle to work scheme
- Home workstation budget: From a standing desk to a Herman Miller chair, get the office furniture you need to stay productive
Company HQ
London, UK
Leadership
Christian Owens
(Co-Founder)Founded Paddle after finishing school, they served as the CEO for 10 years and as an Executive Chairman for 1. A fellow of the Thiel Foundation, which gives $100,000 to young people to build businesses instead of going to university.
Harrison Rose
(Co-Founder)Founded Paddle at age 17, after finishing school, and has been both CSO and CCO at the company. Co-Founder and CEO of GoodFit.io.
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