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documentation customer success saas onboarding coaching📋 Description
- Respond to and resolve customer queries across channels (email, chat, phone)
- Lead our global digital-first support team and monitor Paddle’s service delivery
- Coach team members; drive process improvements and KPIs
- Manage escalations and escalate critical issues when needed
- Become Paddle features expert; help document internal processes
- Foster a collaborative and inclusive team environment
🎯 Requirements
- 3+ years experience in online SaaS customer support
- Proven track record mentoring peers or leading small teams
- Remote-work experience or online team management
- Strong problem-solving; smooth roadblocks
- Excellent written and spoken English
- Passion for learning and improving processes
🎁 Benefits
- Diverse team of 300+ with inclusive culture
- Attractive salaries, stock options, private healthcare
- Health & wellbeing platform and coaching
- Digital-first, remote or office options, unlimited holidays
- 4 months paid family leave and learning stipend
- Annual retreats and ongoing training
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