Job Overview
Location
Philippines
Job Type
Full-time
Category
Customer Success
Date Posted
April 1, 2026
Full Job Description
đź“‹ Description
- • As a Customer Support Team Lead at Paddle.com Market Limited, you will play a pivotal role in delivering exceptional customer experiences for SaaS businesses relying on Paddle’s Merchant of Record model, directly contributing to customer retention, satisfaction, and trust in a fast-paced, innovative payments environment.
- • You will operate as a player-coach, combining hands-on resolution of complex customer inquiries with strategic leadership, mentorship, and team development to drive performance, foster inclusivity, and elevate the quality of support across global digital channels.
- • You will respond to and resolve customer queries via email, chat, and social media, while monitoring service delivery and customer satisfaction metrics to ensure alignment with the Effortless Experience principles and continuous improvement of support quality.
- • You will handle escalations from the support team, determine when to escalate critical issues internally, and act as a subject-matter expert on Paddle’s features, APIs, and integrations to guide both customers and teammates.
- • You will facilitate a collaborative, inclusive team environment by coaching direct reports, supporting their career development, conducting performance feedback, and helping them achieve individual and team KPIs through personalized mentorship.
- • You will lead the onboarding of new support specialists, develop training materials, document internal processes, and contribute to knowledge-sharing initiatives such as blog posts, innovation experiments, and best practice discussions.
- • You will work closely with cross-functional teams to relay customer feedback, identify product improvement opportunities, and help shape Paddle’s support strategy through data-informed insights and proactive problem-solving.
- • You will champion a culture of learning and adaptability, embracing change, experimenting with new tools and workflows, and encouraging your team to continuously improve how they serve customers in a dynamic SaaS landscape.
🎯 Requirements
- • 3+ years of experience in online customer support, preferably for a SaaS product, with a proven track record of mentoring peers or leading small teams in a digital support environment.
- • Proficiency in English with strong written and verbal communication skills, enabling clear, empathetic, and effective customer interactions across multiple channels.
- • Hands-on experience with HTML, CSS, JavaScript, and browser developer tools to troubleshoot technical implementation issues faced by customers.
- • Experience using and testing APIs, including the ability to support customers with API-related queries and integrations.
- • Demonstrated ability to work remotely and manage or grow into a team lead role in a distributed, fast-moving environment.
- • A proactive, solution-oriented mindset with a passion for simplifying processes, embracing ambiguity, and driving continuous improvement for both customers and colleagues.
🏖️ Benefits
- • Attractive salary package with stock options, pension plans, and private healthcare coverage.
- • Access to a health & wellbeing platform and regular coaching sessions to support personal and professional growth.
- • Fully remote-first work model with flexibility to work from home, office, or hybrid, supported by unlimited holidays and 4 months of paid family leave regardless of gender.
- • Annual learning stipend, regular internal and external training, and opportunities to contribute to knowledge sharing through blog posts and innovation experiments.
- • Inclusive, transparent, and collaborative culture grounded in Paddle’s values: Paddle for Others, Paddle Together, Paddle Simply.
- • Regular company retreats, casual dress code, and a family-friendly, wheelchair-accessible workplace that celebrates diversity and authenticity.
Skills & Technologies
JavaScript
Senior
Remote
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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