Buyer Support Team Lead

PaddleSaaS

PortugalFull-TimeLead

Salary not disclosed

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Job Details

Languages: English
Experience: 3+ years

Requirements

3+ years experience in online customer support
Experience providing technical support for a SaaS product
Proven track record of mentoring peers or leading small teams in a digital support environment
Used to working remotely and have some experience in online team management or are looking to grow into a team lead role
Love problem-solving, finding efficient ways to work through complex customer inquiries
Extremely comfortable communicating with customers via written and verbal channels
Organized and have strong time management skills
Mindset for using technology and can quickly learn how to use new tools
Proficient English speaker

Responsibilities

Respond to and resolve customer queries through all our channels (including email, chat and phone).
Help lead our global digital first support team, manage and monitor Paddle’s service delivery as well as customer satisfaction.
Drive and enhance customer satisfaction within the Buyer Support team by providing targeted coaching to team members and implementing strategic process improvements.
Handle escalations from the Buyer Support team and if needed escalate critical support issues to the appropriate internal channel.
Be an expert on Paddle features and capabilities and assist in creating documentation for our internal processes.
Facilitate a collaborative and inclusive environment.
Work with the team members to improve their performance and ensure they reach their KPIs.
Inspire, mentor and build strong relationships with direct reports on a personal level and help them develop their careers.
Be responsible for the onboarding of new support specialists.
Help to develop our team and Paddle through sharing knowledge and experimenting with new innovations and discussing best practices.

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