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Junior Support Specialist - job 1 of 2

What do we do?

Paddle offers digital product 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. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better. 

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 5000 software sellers in 245 territories globally. 

The Role:  

We are looking for someone who would like to start their journey in customer support. You will be working with our buyers (end users) from software companies that use our platform, learning how to offer top-notch support. You'll be searching for transactions, processing refunds and subscription cancellation requests, and much more. 

The ideal candidate will be able to follow our internal process we have in place  as well as instructions set by our customers. You will have a strong sense of empathy and you care about people as much as you care about getting your work done. You also have a natural fluidity and thoughtfulness to your written and verbal communication.

You will be part of a global team of buyer support specialists, reporting to the Buyer Support Team Leads. This is a great opportunity if you care genuinely and passionately about customer support and the role it plays in making a customer-centric team successful. There is great growth potential within the role, with opportunities to progress into a Level 1 Customer support function, as well as several specialist roles within the company.

In this role, you will be working standard hours from Monday to Friday.

What you'll do: 

  • Respond to and resolve queries from our customer’s customers via email. These are transactional queries such as refunds or cancellations.

  • Escalate advanced/ complex queries to the appropriate internal channels.

  • Continuously improve your knowledge of the Paddle products and increase your ability to understand more and more advanced queries in order to grow in your role.

  • Collect feedback, report any issues you come across, get involved in improving our processes and actively participate in team meetings.

We'd love to hear from you:

  • You have 0-2 years experience in a customer support, customer service, or customer-centric role, or you're eager to transition into your first customer-focused position.

  • You are a proficient English speaker. 

  • You are happy to work remotely and are organised in communicating with teams across different time zones (GMT, AEST, EST). 

  • You love interacting with and helping people.

  • You share experiences and feedback with others in order to build your skills.

  • You continuously seek to improve, rather than settling for the current state.

  • You have an investigative mindset and like to think out of the box.

It'd be great if

  • You have worked for a SaaS company, ideally offering customer support to other software companies.

  • You already have knowledge of Zendesk or any other helpdesk platforms.

  • You are tech-savvy.

  • You are comfortable working in a fast-paced environment, both autonomously and in collaboration with your teammates, where decisions may need to be made quickly, even without access to all of the information.

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.

Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. 


Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. 

We live and breathe our values, which are:

Paddle for others

Paddle together

Paddle simply

We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives. 

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish  hubs, or even a bit of both! We offer all team members unlimited holidays and enhanced parental leave. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.

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Average salary estimate

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$40000K
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What You Should Know About Junior Support Specialist, Paddle

Are you ready to kickstart your career in customer support? Paddle, based in the vibrant city of Toronto, is on the lookout for a passionate Junior Support Specialist to join our amazing team! At Paddle, we revolutionize payment infrastructure for digital product companies, streamlining the process so they can focus on what they do best. As a Junior Support Specialist, you will be the heartbeat of our customer care efforts, assisting end-users from software companies that utilize our platform. Your role will involve addressing transactional queries such as refunds and cancellations via email, while also following internal processes and customer guidelines. We're looking for someone who genuinely cares about helping others and possesses excellent communication skills to navigate both written and verbal exchanges. You’ll be part of a diverse global team, growing your knowledge of Paddle's processes and contributing to improvements and team discussions. If you have an investigative mindset and thrive in a fast-paced environment, this is a fantastic opportunity to develop your customer support skills and advance into more specialized roles. Paddle is dedicated to creating an inclusive workplace, where every Paddler is valued and celebrated for their unique perspectives. Join us, and let’s grow together!

Frequently Asked Questions (FAQs) for Junior Support Specialist Role at Paddle
What are the key responsibilities of a Junior Support Specialist at Paddle?

As a Junior Support Specialist at Paddle, you will be responsible for responding to customer queries, primarily handling refunds and cancellation requests via email. You will escalate more complex issues to the appropriate teams, continuously improve your understanding of Paddle's products, and gather feedback to enhance our processes.

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What qualifications do I need to apply for the Junior Support Specialist position at Paddle?

To qualify for the Junior Support Specialist role at Paddle, you should have 0-2 years of experience in a customer support or customer-centric role. While previous experience in a SaaS company is beneficial, it’s not mandatory. A proficiency in English and a positive attitude towards helping customers are essential.

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What skills are essential for a Junior Support Specialist at Paddle?

A successful Junior Support Specialist at Paddle should possess strong communication skills, an investigative mindset, and the ability to work well with diverse teams across different time zones. Being tech-savvy and comfortable using helpdesk platforms like Zendesk will also be advantageous.

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How can a Junior Support Specialist grow within Paddle?

At Paddle, growth potential for a Junior Support Specialist is tremendous. The role provides opportunities to progress into a Level 1 Customer Support function and explore various specialist roles within the company as you gain experience and expertise in customer interactions and Paddle's products.

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What is Paddle's commitment to diversity and inclusion in the workplace?

Paddle is dedicated to fostering a diverse and inclusive workplace. We celebrate every individual’s unique perspective and encourage applicants from all backgrounds to apply. Our commitment extends to supporting our team members and creating an environment where everyone can feel authentic and valued.

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Common Interview Questions for Junior Support Specialist
How would you handle a frustrated customer as a Junior Support Specialist at Paddle?

In a situation with a frustrated customer, it's important to actively listen and show empathy. Acknowledge their frustration, assure them that you're here to help, and gather relevant information to resolve their issue promptly. Your calm demeanor can significantly diffuse tension.

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What experience do you have in customer support roles?

While I may not have direct experience, I have developed strong communication skills through my previous roles, where I often assisted colleagues and collaborated on projects. I'm eager to leverage these skills and learn more about providing excellent customer support at Paddle.

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How do you prioritize tasks when dealing with multiple customer inquiries?

I prioritize tasks by assessing the urgency and impact of each inquiry. I’ll address urgent issues first while also managing less critical requests effectively. Time management and organization are key, and I like to use lists or digital tools to keep track.

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Can you describe a time when you went above and beyond for a customer?

While I may not have specific examples in a formal capacity, I consistently strive to exceed expectations in every interaction. For example, by proactively following up with colleagues to ensure their needs are met, I can provide a positive experience.

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What do you know about Paddle and its payment solutions?

Paddle is a Merchant of Record for digital product companies, which simplifies their payment processes and enhances user experiences. The company addresses payment fragmentation, making it faster and safer for software sellers, which aligns with my interest in customer service innovations.

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How do you handle constructive criticism?

I view constructive criticism as an opportunity for growth. I'm open to feedback and use it to enhance my skills. Engaging in open dialogue about areas for improvement demonstrates my commitment to continuous learning.

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What strategies do you use to remain organized in a remote work environment?

In a remote setting, I stay organized by implementing a structured schedule, utilizing digital tools for task management, and setting aside time for regular check-ins with my team. Clear communication is essential to maintaining productivity across different time zones.

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How would you ensure you understand a customer's inquiry thoroughly?

To ensure clarity in understanding a customer’s inquiry, I always ask clarifying questions and repeat back what I've understood. This not only confirms accuracy but also establishes trust with the customer that their issue is being taken seriously.

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What motivates you to provide excellent customer support?

My motivation stems from a genuine desire to help others. Seeing customer satisfaction and knowing that I've made a positive impact encourages me to provide the best support possible and to create enjoyable experiences.

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Why do you think you would be a good fit for the Junior Support Specialist role at Paddle?

I believe my strong communication skills, empathetic nature, and eagerness to learn make me a strong candidate for the Junior Support Specialist role at Paddle. I am excited about the opportunity to contribute to a team that values customer care and collaboration.

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DATE POSTED
February 20, 2025

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