Junior Customer Support Specialist

What do we do?

As the SaaS space expands, there’s more potential than ever for growing software companies.

Having a great product is only part of the journey. B2B SaaS companies today face endless competition, live or die by customer acquisition costs, need to earn customer loyalty every day, operate across borders, and must navigate increasingly complex regulations.

Our all-in-one platform is purpose-built for modern SaaS execution and already powers growth for over 2,000 software companies worldwide.

Our Revenue Delivery Platform integrates checkout, payment, and subscription management, making it easy for businesses to activate new business models, enter new markets, turn on new offerings, and renew subscriptions without friction. We handle compliance globally, so our sellers always operate with full integrity.

We are looking for someone who would like to start their journey in customer support. You will be working with our buyers—end users—of software companies that use our platform, learning how to offer top‑notch support. You’ll search for transactions, process refunds and subscription cancellations, and much more.

The ideal candidate will be able to follow our internal process as well as instructions set by our customers. You should have a strong sense of empathy and care deeply about people as much as you care about getting your work done. You also have a natural fluidity and thoughtfulness in your written and verbal communication.

You will be part of a global team of buyer support specialists, reporting to the Buyer Support Team Leads. This is a great opportunity if you care genuinely and passionately about customer support and the role it plays in making a customer‑centric team successful. There is great growth potential within the role, with opportunities to progress into a Level 1 Customer Support function and several specialist roles within the company.

In this role, you will be working standard hours from Monday to Friday.

• Respond to and resolve queries from our customers’ customers via email—transactional queries such as refunds or cancellations.
• Escalate advanced or complex queries to the appropriate internal channels.
• Continuously improve your knowledge of the Paddle products to handle more advanced queries and grow in your role.
• Collect feedback, report any issues you encounter, contribute to process improvements, and actively participate in team meetings.

• You have 0‑2 years of experience in a customer support, customer service, or customer‑centric role, or you’re eager to transition into your first customer‑focused position.
• You are a proficient English speaker.
• You are happy to work remotely and are organised in communicating with teams across different time zones (GMT, AEST, EST).
• You love interacting with and helping people.
• You share experiences and feedback with others to build your skills.
• You continuously seek to improve rather than settle for the current state.
• You have an investigative mindset and enjoy thinking outside the box.

• You have worked for a SaaS company, ideally offering customer support to other software companies.
• You already have knowledge of Zendesk or another helpdesk platform.
• You are tech‑savvy.
• You are comfortable working in a fast‑paced environment, both autonomously and collaboratively, where decisions may need to be made quickly without all information.

We are a diverse team of 160+ people and care deeply about building an inclusive culture. We celebrate the talents of our employees and pride ourselves on transparency, collaboration, friendliness, and respect.

We live and breathe our values, which are:

• Exceptional Together
• Execute with Impact
• Better than Yesterday

We offer a full suite of benefits, including attractive salaries, stock options, pension plans, private healthcare, a health & wellbeing platform, and coaching sessions.

We are a digital‑first company, meaning you can work remotely or from our amazing office if you prefer, or even a mix. All team members receive unlimited holidays and four months paid family leave regardless of gender. We have a casual dress…