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.