Junior Support Specialist

Position Overview

Paddle offers SaaS companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers – taking away 100% of the pain of payment fragmentation. We’re backed by renowned investors and serve over 3000 software sellers in 245 territories globally.

In this role, you will start your journey in customer support by assisting our buyers—from processing refunds and subscription cancellations to resolving queries—while following internal processes and customer instructions. You will join a global team reporting to the Buyer Support Team Leads, working standard hours from Monday to Friday and growing into higher-level or specialist roles.

Key Responsibilities

• Respond to and resolve queries via email regarding refunds, cancellations, and other transactional issues.
• Escalate advanced or complex queries to the appropriate internal channels.
• Continuously expand your knowledge of Paddle’s products to handle increasingly advanced queries.
• Collect feedback, report any issues, participate in process improvements, and actively join team meetings.

Required Qualifications

• 0-2 years' experience in customer support, customer service, or a similar customer-centric role – or a strong eagerness to transition into your first customer-focused position.
• Proficient in English.
• Comfortable working remotely with teams across different time zones (GMT, AEST, EST).
• Passionate about helping people and effective communication.
• Demonstrates a willingness to share feedback and continuously improve their skills.
• Possesses an investigative mindset and the ability to think outside the box.

Preferred Qualifications

• Experience working for a SaaS company, ideally in customer support for other software companies.
• Familiarity with Zendesk or other helpdesk platforms.
• Tech-savvy and adaptable to a fast-paced environment.
• Able to work autonomously as well as collaboratively, making quick decisions when needed.

Benefits & Perks

• Attractive salaries
• Stock options
• Retirement plans
• Private healthcare
• Well-being initiatives
• Unlimited holidays
• Enhanced parental leave
• Annual learning fund
• Regular internal and external training