About the job
About Us:
At Paddle, we revolutionize the payment infrastructure for SaaS companies. By acting as a Merchant of Record, we simplify the complex payment processes, eliminating the fragmentation that often hampers businesses. Our solution is not only faster and safer but also more cost-effective, allowing our clients to focus on what they do best.
Your Role:
We seek a proactive and enthusiastic Customer Support Team Lead who possesses a strong foundation in delivering exceptional customer support in dynamic environments. You will engage with technology firms, delivering outstanding service and fostering long-lasting customer relationships while solving real-world business challenges.
The ideal candidate will have a track record as an outstanding Customer Support Specialist and will embody a 'player-coach' mentality, balancing hands-on customer resolution with team growth, coaching, and mentorship.
You thrive on problem-solving, efficiently navigating complex customer inquiries, and excel in both written and verbal communication. Strong organizational and time management skills are essential. A tech-savvy mindset will enable you to quickly adapt to new tools and platforms.
Key Responsibilities:
Address and resolve customer inquiries across all channels (email, chat, social media), leading our global, digital-first support team while managing Paddle’s service delivery and customer satisfaction.
Enhance customer loyalty and satisfaction by adhering to the Effortless Experience principles in your support approach.
Manage escalations from the support team and escalate critical issues to the appropriate internal channels when necessary.
Become a subject matter expert on Paddle's features and assist in developing internal process documentation.
Cultivate a collaborative and inclusive team environment.
Work with team members to enhance their performance and ensure they meet their KPIs.
Inspire, mentor, and build meaningful relationships with your team members, supporting their career development.
