Customer Support Team Lead - Remote

About the Role

We are seeking a Customer Support Team Lead to join our dynamic team at Paddle. As a Customer Support Team Lead remote, you will play a pivotal role in enhancing customer satisfaction and building long-term relationships with our clients. You will lead a global digital-first support team, ensuring that our customers receive exceptional service and support.

What You'll Do

• Respond to and resolve customer queries through all our channels, including email, chat, and social media.
• Lead Paddle's global support team, managing service delivery and customer satisfaction.
• Increase customer satisfaction by providing outstanding support following the Effortless Experience principles.
• Handle escalations from the customer support team and escalate critical issues as needed.
• Become an expert on Paddle features and assist in creating documentation for internal processes.
• Foster a collaborative and inclusive environment within the team.
• Mentor and inspire team members, helping them achieve their KPIs and develop their careers.
• Onboard new support specialists and share knowledge through blog posts and best practices.

Requirements

• 3+ years of experience in online customer support, preferably in a SaaS environment.
• Proven track record of mentoring peers or leading small teams in a digital support setting.
• Knowledge of HTML, CSS, and JavaScript, with experience using browser developer tools.
• Experience with APIs and providing customer support on API-related queries.
• Strong problem-solving skills and a positive attitude towards supporting others.
• Excellent communication skills and proficiency in English.
• Ability to thrive in a fast-paced, sometimes chaotic environment.

Nice to Have

• Experience in online team management or a desire to grow into a team lead role.
• A passion for learning and exploring new ways to improve processes.

What We Offer

• Competitive salary and stock options.
• Unlimited holidays and 4 months paid family leave.
• Annual learning stipend and opportunities for personal development.
• Casual dress code and annual company retreats.
• A diverse and inclusive work environment.