Job Overview
Location
Portugal
Job Type
Full-time
Category
Customer Support
Date Posted
July 14, 2026
Full Job Description
đź“‹ Description
- • We are looking for a Customer Support Specialist to join our global team, providing top-notch support to digital companies, learning how to onboard new sign-ups, review websites, carry out preliminary KYB and KYC checks, search for transactions, process refund requests, investigate disputes, handle payouts and invoicing reconciliation, and more.
- • You will handle first-line support for our self-serve customers, helping to keep their businesses running smoothly, quickly identifying complex queries and escalating them to our Level 2 Customer Support team.
- • The ideal candidate has a strong sense of empathy and cares about people, while demonstrating a high degree of autonomy, taking initiative, being highly organised, and not settling for the status quo.
- • You will be part of a global team of support specialists, reporting to the Customer Support Manager, and have strong growth potential, with opportunities to progress into a Level 2 support function, as well as a range of specialist roles within the company.
- • You will respond to and resolve customer queries through all our channels (including email, chat, and Twitter), enabling our customers to get the most out of Paddle.
- • You will escalate advanced queries to the appropriate internal channels.
- • You will 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.
- • You will gather feedback, report issues, propose innovative process improvements, and actively engage in various team meetings.
- • We are looking for someone who wants to start their journey in customer support, or expand on previous experience, with a strong sense of empathy and cares about people.
- • You will work with digital companies, learning how to offer top-notch support, understand onboarding and compliance, and build long-term customer relationships.
- • You will onboard new sign-ups, review websites, carry out preliminary KYB and KYC checks, search for transactions, process refund requests, investigate disputes, handle payouts and invoicing reconciliation, and more.
- • You will handle first-line support for our self-serve customers, helping to keep their businesses running smoothly, quickly identifying complex queries and escalating them to our Level 2 Customer Support team.
- • You will be part of a global team of support specialists, reporting to the Customer Support Manager, and have strong growth potential, with opportunities to progress into a Level 2 support function, as well as a range of specialist roles within the company.
🎯 Requirements
- • Experience in a customer support, customer service, or customer-centric role, or eager to transition into your first customer-focused position.
- • Proficient English speaker.
- • Happy to work remotely and organised in communicating with teams across different time zones (GMT, AEST, EST, PHT).
- • Love interacting with and helping people, and seek to empower our customers.
- • Share experiences and feedback with others in order to build your skills.
- • Continuously seek to improve, rather than settling for the current state.
- • Investigative mindset and like to think out of the box.
🏖️ Benefits
- • Unlimited holidays.
- • 4 months paid family leave regardless of gender.
- • Constant exposure to new challenges.
- • Annual learning fund.
- • Regular internal and external training.
Skills & Technologies
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About Paddle.com Market Limited
Paddle provides a complete payments, tax, and subscription management platform for SaaS companies. It acts as a merchant of record, handling global payment processing, sales tax compliance, fraud prevention, and subscription billing so developers can focus on product development. The company supports multiple currencies and payment methods, offers analytics and revenue recovery tools, and integrates with existing business systems. Paddle serves thousands of software businesses worldwide, simplifying the complexity of selling software internationally.
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