Customer Support Specialist, Paddle

• We are looking for someone who would like to start their journey in customer support
• The ideal candidate will have a strong sense of empathy and you care about people as much as you care about getting your work done.
• You also have a natural fluidity and thoughtfulness to your written and verbal communication.
• A good sense of humour is also always a plus
• You have experience in a customer support, customer service, or customer-centric role, or you're eager to transition into your first customer-focused position
• You are a proficient English speaker
• You are happy to work remotely and are organised in communicating with teams across different time zones (GMT, AEST, EST)
• You love interacting with and helping people, and seek to empower our customers
• You share experiences and feedback with others in order to build your skills
• You continuously seek to improve, rather than settling for the current state
• You have an investigative mindset and like to think out of the box

Desirable

• You will be working with technology companies, learning how to offer top-notch support and create long term customer relationships.
• You'll be searching for transactions, determining why subscriptions were cancelled, processing refund requests, and much more.
• You will be handling the first line support for all our self-serve customers, quickly identifying the most complex queries and escalating them to our Level 2 Customer Support team
• You will be part of a global team of support specialists, reporting into the Customer Support Team Lead.
• This is a great opportunity if you care genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.
• There is great growth potential within the role, with opportunities to progress into a Level 2 support function, as well as a number of specialist roles within the company
• In this role, you will be working standard hours (EST) from Monday to Friday. You will also be covering weekends on a rotation with the current team
• You will respond to and resolve customer queries through all our channels (including email, chat, Twitter, Facebook, WeChat, Dingtalk and phone), enabling our customers to get the most out of Paddle
• You will escalate advanced queries to the appropriate internal channels
• You will continuously improve your knowledge of the Paddle products and increase your ability to understand more and more advanced queries in order to grow in your role
• You will gather feedback, report issues, propose innovative process improvements, and actively engage in various team meetings