Senior Customer Support Specialist

Paddle • Toronto, ON

11d • Hybrid

About The Position

Paddle offers a unique approach to payment infrastructure for digital product companies, acting as a Merchant of Record to eliminate payment fragmentation. We are seeking a senior customer support specialist with technical experience to proactively solve problems and build relationships with our software clients. This role involves providing top-notch support, ensuring high customer satisfaction, and delivering effective customer interactions within a software and payments environment. The ideal candidate will possess strong empathy, excellent communication skills, and a customer-centric mindset.

Requirements

• 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product
• Proficient English speaker
• Basic knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with seller's implementations
• Experience using and testing APIs as well as giving customer support on API related queries
• Comfortable making basic SQL queries
• Used to working remotely and are highly organized in communicating with teams across different time zones (GMT, AEST, EST)
• Enjoy interacting with and helping people and seek to empower and educate our customers.
• Bring solutions to the table, not just problems.
• Share experiences and feedback with others in order to build your skills
• Continuously seek to improve, rather than settling for the current state
• Comfortable communicating and discussing technical concepts with both technical and non-technical audiences
• Investigative mindset and like to think out of the box

Nice To Haves

• Worked for a B2B SaaS company, ideally offering customer support to other software companies
• Thrive in a dynamic environment and can adapt to evolving priorities. We value agility and decisive action, even when not all variables are known
• Good sense of humour

Responsibilities

• Respond to and resolve customer queries through all our channels (including email, chat, and Twitter), empowering our customers to get the most out of Paddle and grow their businesses
• Drive our Product Feedback program to advocate for our software sellers and improve Paddle by incorporating user feedback
• Increase customer satisfaction and build loyalty by providing amazing, personal customer support
• Help to develop our team and Paddle through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows
• Escalate critical support issues to the appropriate internal channels, and support system-wide status updates

Benefits

• Unlimited holidays
• 4 months paid family leave regardless of gender
• Annual learning fund
• Regular internal and external training

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed