Senior Customer Support Specialist

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. Experience using browser developer tools to investigate issues. Experience using and testing APIs. Experience giving customer support on API related queries. Comfortable making basic SQL queries. Used to working remotely and highly organized in communicating with teams across different time zones (GMT, AEST, EST). Enjoys interacting with and helping people, seeks to empower and educate customers. Brings solutions to the table and points out where things can be improved. Shares experiences and feedback with others. Continuously seeks to improve. Comfortable communicating and discussing technical concepts with both technical and non-technical audiences. Has an investigative mindset and likes to think out of the box.

Respond to and resolve customer queries through email, chat, and Twitter. Drive the Product Feedback program to advocate for users and improve Paddle. Increase customer satisfaction and build loyalty through personal support. Contribute to Knowledge Bases, FAQs, and Developer Documentation. Identify inefficiencies in support workflows and innovate on existing processes. Escalate critical support issues to appropriate internal channels. Support system-wide status updates.