Buyer Support Team Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address and resolve customer inquiries via email, chat, phone, and various support channels.

• Lead the global digital-first support team.

• Oversee and assess service delivery and customer satisfaction.

• Enhance customer satisfaction through focused coaching and strategic process enhancements.

• Manage Buyer Support escalations and escalate urgent issues through the proper internal channels.

• Maintain in-depth knowledge of Paddle's features and capabilities.

• Assist in the development of internal process documentation.

• Foster a collaborative and inclusive team culture.

• Support team members in improving performance and achieving KPIs.

• Motivate, mentor, and cultivate relationships with direct reports.

• Aid in the career development of team members.

• Onboard new support specialists effectively.

• Share knowledge, explore innovations, and exchange best practices.

⛳️ Requirements

• Experience working in a remote environment.

• Background in online team management or a desire to transition into a team lead role.

• Over 3 years of experience in online customer support.

• Experience providing technical support for a SaaS product.

• Proven success in mentoring peers or leading small teams in a digital support setting.

• Strong problem-solving abilities.

• Excellent organizational and time-management skills.

• Proficiency in using technology and the ability to quickly learn new tools.

• Exceptional communication skills.

• Proficient in English.

🏝️ Benefits

• Unlimited vacation days.

• Four months of paid family leave, regardless of gender.

• Annual learning fund.

• Regular training sessions, both internal and external.

• Support for personal development through exposure to new challenges.

• Flexible work arrangements, including remote work, hub-based work, or a mix of both.

• An inclusive workplace with support for accommodation needs.