Buyer Support Team Lead

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’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 6000 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 Buyer Support Team Lead will have a history of being a fantastic Customer Support Specialist. You will operate as a high-impact 'player-coach,' balancing frontline customer resolution with the strategic growth, coaching, and mentorship of your team.

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.

Drive and enhance customer satisfaction within the Buyer Support team by providing targeted coaching to team members and implementing strategic process improvements.

Handle escalations from the Buyer 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 and experimenting with new innovations and discussing best practices.

We'd love to hear from you if you are:

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

You have 3+ years experience in online customer support, providing technical support for a SaaS product, and have a proven track record of mentoring peers or leading small teams in a digital support environment

You like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away.

You love reading and learning about new ways of doing things. There’s always a better way.

You have a positive attitude and enjoy supporting and nurturing others.

You bring solutions to the table and you aren’t afraid to point out where we’re going wrong.

You’re comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.