Junior Support Specialist
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Job Description
Junior Support Specialist helping Paddle’s software-company customers resolve payment and subscription issues. Handling refunds, cancellations, escalations, and product support by email.
Responsibilities:
- Respond to and resolve transactional queries from customers’ customers via email, including refund and cancellation requests
- Escalate advanced or complex queries through appropriate internal channels
- Develop knowledge of Paddle products and progressively handle more advanced queries
- Collect feedback and report issues
- Contribute to process improvements
- Participate actively in team meetings
- Work standard hours Monday to Friday
- Report to Buyer Support Team Leads as part of a global buyer support specialist team
Requirements:
- 0–2 years of experience in customer support, customer service, or a customer-centric role, or eagerness to transition into a first customer-focused position
- Proficient English speaker
- Comfortable working remotely
- Organised when communicating with teams across GMT, AEST, and EST time zones
- Strong interest in interacting with and helping people
- Willingness to share experiences and feedback
- Continuous improvement mindset
- Investigative mindset and ability to think outside the box
- SaaS experience, ideally supporting software companies (preferred)
- Knowledge of Zendesk or another helpdesk platform (preferred)
- Tech-savvy
- Comfortable working autonomously and collaboratively in a fast-paced environment
- Able to make quick decisions, including with incomplete information
Benefits:
- Unlimited holidays
- 4 months paid family leave regardless of gender
- Annual learning fund
- Regular internal and external training
- Personal development support
- Remote work flexibility, work from hubs, or a combination
- Workplace accommodations and support during the application process
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