Junior Customer Support Specialist

Paddle.com Market Limited

Job Overview

Location

Lisbon

Job Type

Full-time

Full Job Description

📋 Description

• Respond to and resolve customer queries via email from end users of software companies using Paddle’s platform, focusing on transactional issues such as refunds and subscription cancellations.
• Follow internal processes and customer-specific instructions accurately to ensure consistent and compliant support delivery.
• Escalate complex or advanced queries to the appropriate internal teams while maintaining clear communication with customers throughout the resolution process.
• Continuously expand knowledge of Paddle’s products and services to handle increasingly advanced customer inquiries and improve resolution efficiency.
• Collect and document customer feedback, identify recurring issues, and contribute actionable insights to improve support processes and product experience.
• Actively participate in team meetings to share experiences, learn from peers, and collaborate on process enhancements.
• Work within standard Monday to Friday business hours as part of a global buyer support team serving customers across multiple time zones (GMT, AEST, EST).
• Maintain a high standard of written and verbal communication, demonstrating empathy, thoughtfulness, and clarity in every customer interaction.
• Operate autonomously while remaining connected to team goals, adapting to a fast-paced environment where quick, informed decisions are often required without complete information.
• Embrace a growth mindset by seeking opportunities to develop skills, take on new responsibilities, and progress into higher-level support roles or specialist functions within the company.
• Collaborate with global teammates across time zones using remote communication tools, ensuring timely responses and strong team alignment despite geographical differences.
• Contribute to a customer-centric culture by prioritizing human connection and service excellence in every interaction, aligning with Paddle’s value of ‘Paddle for others’.
• Stay organized and proactive in managing workload, tracking cases, and documenting interactions to ensure accountability and continuity in customer support.
• Engage with internal systems and tools, including helpdesk platforms, to efficiently manage customer tickets and maintain accurate records.
• Remain adaptable to evolving customer needs and internal process changes, demonstrating curiosity and a willingness to learn from feedback and outcomes.
• Uphold Paddle’s values of ‘Paddle Together’, ‘Paddle Simply’, and ‘Paddle for others’ in daily work, fostering a collaborative, respectful, and inclusive team environment.

🎯 Requirements

• 0-2 years of experience in customer support, customer service, or a customer-centric role, or eagerness to transition into a first customer-focused position.
• Proficient in spoken and written English.
• Ability to work remotely and effectively communicate with teams across multiple time zones (GMT, AEST, EST).

🏖️ Benefits

• Generous holiday leave.
• 4 months paid family leave regardless of gender.
• Annual learning fund and access to internal and external training for personal development.

Skills & Technologies

Junior

Remote

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Paddle.com Market Limited

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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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