Buyer Support Team Lead - Remote

About the Role

We are seeking a Buyer Support Team Lead to join Paddle's dynamic team. This remote position is ideal for someone with a strong background in customer support and team management. As a Buyer Support Team Lead, you will play a crucial role in enhancing customer satisfaction and leading a global digital-first support team.

What You'll Do

• Respond to and resolve customer queries through all channels, including email, chat, and phone.
• Lead our global digital-first support team, managing Paddle’s service delivery and customer satisfaction.
• Drive customer satisfaction by providing targeted coaching to team members and implementing strategic process improvements.
• Handle escalations from the Buyer Support team and escalate critical support issues to the appropriate internal channels.
• Become an expert on Paddle features and capabilities, assisting in creating documentation for internal processes.
• Facilitate a collaborative and inclusive environment within the team.
• Work with team members to improve performance and ensure they reach their KPIs.
• Inspire, mentor, and build strong relationships with direct reports, helping them develop their careers.
• Be responsible for onboarding new support specialists.
• Share knowledge and experiment with new innovations to develop the team and Paddle.

Requirements

• 3+ years experience in online customer support, preferably in a SaaS environment.
• Experience in mentoring peers or leading small teams in a digital support environment.
• Strong problem-solving skills and a desire to make processes easier for customers and colleagues.
• A positive attitude and a passion for supporting and nurturing others.
• Excellent communication skills and proficiency in English.
• Comfortable working in a fast-paced, sometimes chaotic environment.
• Strong time management skills and the ability to quickly learn new tools.

Nice to Have

• Experience in a remote work environment.
• Interest in continuous learning and improving processes.
• Familiarity with customer support software and tools.

What We Offer

• Competitive salary and stock options.
• Pension plans and private healthcare.
• Unlimited holidays and 4 months paid family leave.
• Casual dress code and annual company retreats.
• Investment in personal development through training and learning stipends.
• A diverse and inclusive workplace culture.