Buyer Support Team Lead
Job Summary
Leading a remote team, the full-time Buyer Support Team Lead will manage customer inquiries across various channels, drive team performance through coaching, and enhance customer satisfaction while fostering a collaborative environment.
Key responsibilities
- Respond to and resolve customer queries through email, chat, and phone, while overseeing Paddle's service delivery and customer satisfaction
- Provide targeted coaching to team members and implement strategic process improvements to enhance customer satisfaction
- Handle escalations from the Buyer Support team and assist in creating internal documentation on Paddle features and capabilities
Required qualifications
- 3+ years of experience in online customer support, particularly for a SaaS product
- Proven track record of mentoring peers or leading small teams in a digital support environment
- Experience with online team management or a desire to grow into a team lead role
- Strong problem-solving skills and a proactive approach to improving customer experiences
- Excellent communication skills and proficiency in English
Complete Job Description
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