Customer Support Specialist (Entry-Level) at Paddle

Paddle offers digital product companies a streamlined approach to payment infrastructure, acting as a Merchant of Record for over 6,000 software sellers across 245 territories globally. Backed by investors like KKR, FTV Capital, and 83North, Paddle eliminates payment fragmentation, delivering faster, safer, and more cost-effective solutions.

About the Role

Paddle is seeking an Entry-Level Customer Support Specialist to join their global team. This role focuses on assisting buyers (end-users) from software companies using Paddle’s platform. You’ll handle transactional queries, including refunds and subscription cancellations, while following internal processes and customer instructions.

The ideal candidate will thrive in a customer-centric environment, demonstrating strong empathy, clear written and verbal communication, and a problem-solving mindset. Growth opportunities exist within the role, including progression to Level 1 Customer Support and specialist functions.

This position operates on standard Monday to Friday hours.

Key Responsibilities

• Respond to and resolve transactional queries (e.g., refunds, cancellations) via email for customers’ customers.

• Escalate complex queries to internal channels as needed.

• Continuously expand knowledge of Paddle products to handle increasingly advanced queries and grow professionally.

• Collect feedback, report issues, and contribute to process improvements. Actively participate in team meetings.

Qualifications

We’d love to hear from you if:

• You have 0–2 years of experience in customer support, customer service, or related roles—or are eager to transition into a customer-focused position.

• You are a proficient English speaker.

• You’re comfortable working remotely and managing communication across time zones (GMT, AEST, EST).

• You enjoy interacting with and helping people.

• You share experiences and feedback to build skills and continuously improve.

• You possess an investigative mindset and think outside the box.

It’d be great if:

• You’ve worked for a SaaS company, ideally providing customer support to other software companies.

• You have experience with Zendesk or other helpdesk platforms.

• You’re tech-savvy.

• You can thrive in a fast-paced, collaborative environment where quick decisions are often required.