Key skills
JavaScriptMentoringTime Management
About this role
Role Overview
- Respond to and resolve customer queries through all channels (including email, chat, and social media)
- Help lead the global digital first support team, manage and monitor service delivery and customer satisfaction
- Increase customer satisfaction and build loyalty
- Handle escalations from the customer support team
- Be an expert on Paddle features and assist in creating documentation
- Facilitate a collaborative and inclusive environment
- Work with team members to improve performance and ensure they reach their KPIs
- Mentor and build strong relationships with direct reports
- Responsible for onboarding new support specialists
Requirements
- 3+ years experience in online customer support
- Proven track record of mentoring peers or leading small teams in a digital support environment
- Knowledge of HTML, CSS, and JavaScript
- Experience using and testing APIs as well as giving customer support on API related queries
- Strong organizational and time management skills
- Comfortable working remotely and experience in online team management
Benefits
- Attractive salaries
- Stock options
- Pension plans
- Private healthcare
- Health & wellbeing platform
- Coaching sessions
- Unlimited holidays
- 4 months paid family leave regardless of gender
- Casual dress code
- Annual company retreats
- Investment in learning and personal development