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Senior Customer Support Specialist
Posted 29 days agoViewed
💎 Seniority level: Senior, 2+ years
🔍 Industry: SaaS
🏢 Company: Paddle
🗣️ Languages: English
⏳ Experience: 2+ years
Requirements:
- 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product
- You are a proficient English speaker
- Basic knowledge of HTML, CSS and JavaScript and experience using browser developer tools to investigate issues with seller's implementations
- You have experience using and testing APIs as well as giving customer support on API related queries
- You’re comfortable making basic SQL queries
- You are used to working remotely and are highly organized in communicating with teams across different time zones (GMT, AEST, EST)
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
- You will escalate critical support issues to the appropriate internal channels, and support system-wide status updates
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