# Customer Support Specialist Remote from[Portugal](https://jobicy.com/job-region/portugal.md)Annual salary Undisclosed Salary information is not provided for this position. Check our [Salary Directory](https://jobicy.com/salaries.md) to estimate the average compensation for similar roles.Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted14 Jul 2026Apply before14 Aug 2026Views / Applies 44 / 1 [About company](https://jobicy.com/company/paddle.md) * Share About [Paddle](https://jobicy.com/company/paddle.md) Simplifying payments, sales tax, refunds, and compliance for digital product companies to accelerate growth. [Computer Software](https://jobicy.com/company-category/software.md) * 2012 Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary Paddle, a Merchant of Record for SaaS companies, is seeking a Customer Support Specialist to join their global remote team. This role involves handling first-line support via email, chat, and Twitter, onboarding new customers, performing KYB/KYC checks, and processing refunds and disputes. The ideal candidate is empathetic, autonomous, and thrives in a fast-paced startup environment with opportunities for growth. This entry-level position requires strong communication skills and a customer-centric mindset. Even without prior SaaS experience, eager learners are encouraged to apply. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role is entry-level with comprehensive training, but requires adaptability and quick problem-solving in a startup environment, so difficulty is moderate at 2. ### Salary Analysis Median Highly Competitive $45,000US Market $30k – 60k 0 $66k AI Insight The salary range is not provided, but based on US market data, the median for Customer Support Specialists is around $45,000. This role offers strong growth potential, which may compensate for a starting salary at the lower end. ### Core Skills Required [Customer Support](https://jobicy.com/jobs?search_keywords=Customer+Support.md) [SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md) [Empathy](https://jobicy.com/jobs?search_keywords=Empathy.md) [Communication](https://jobicy.com/jobs?search_keywords=Communication.md) [Problem Solving](https://jobicy.com/jobs?search_keywords=Problem+Solving.md) [Remote Work](https://jobicy.com/jobs?search_keywords=Remote+Work.md) [KYC/KYB](https://jobicy.com/jobs?search_keywords=KYCKYB.md) [Onboarding](https://jobicy.com/jobs?search_keywords=Onboarding.md) [Time Management](https://jobicy.com/jobs?search_keywords=Time+Management.md) [Adaptability](https://jobicy.com/jobs?search_keywords=Adaptability.md) ### Cover Letter Sample Dear Hiring Manager, I am excited to apply for the Customer Support Specialist position at Paddle. With a strong passion for helping others and a knack for problem-solving, I am eager to contribute to your mission of simplifying payments for SaaS companies. Although I am early in my career, my empathy and adaptability make me a great fit for this role. In my previous customer service role, I honed my communication skills and learned to resolve issues efficiently while maintaining a positive customer experience. I thrive in fast-paced environments and am comfortable working across time zones, ensuring seamless support for global customers. I am particularly drawn to Paddle's emphasis on growth and continuous improvement. I look forward to the opportunity to develop my skills further and contribute to your customer-centric team. Thank you for considering my application. Sincerely, [Your Name] Copy ### Sample Interview Questions Can you describe a time when you had to handle a difficult customer? What steps did you take to resolve the issue?In my previous role, a customer was frustrated about a delayed refund. I listened actively, apologized for the inconvenience, and investigated the issue. I found it was a system glitch, escalated it, and provided a timeline. I followed up until resolution, and the customer appreciated the transparency.How do you prioritize multiple tasks in a fast-paced environment?I use a combination of urgency and impact. For example, if a payment issue blocks a customer's business, I prioritize that over general inquiries. I also keep a running list and communicate with my team to ensure coverage during peak times.This role involves working remotely across time zones. How do you ensure effective communication with team members?I proactively over-communicate via Slack and email, use shared documentation, and set clear expectations. I also adjust my schedule occasionally to overlap with key time zones for real-time collaboration.Why do you want to work at Paddle specifically?I admire Paddle's approach as a Merchant of Record, solving a real pain point for SaaS companies. The focus on customer success and the startup culture where I can grow and contribute immediately aligns with my career goals.How would you handle a query you don't know the answer to?I would first acknowledge the customer's question and let them know I will find the answer. Then I would check internal knowledge bases, ask colleagues, and if needed, escalate. I would keep the customer informed and follow up with a clear solution. What do we do? Paddle offers SaaS companies a completely different approach to their payments infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payments fragmentation. It’s faster, safer, cheaper, and, above all, way better. We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 6000 software sellers in 245 territories globally. The role We are looking for someone who wants to start their journey in customer support, or expand on previous experience. You will work with digital companies, learning how to offer top-notch support, understand onboarding and compliance, and build long-term customer relationships. You will onboard new sign-ups, review websites, carry out preliminary KYB and KYC checks, search for transactions, process refund requests, investigate disputes, handle payouts and invoicing reconciliation, and more. You will handle first-line support for our self-serve customers, helping to keep their businesses running smoothly, quickly identifying complex queries and escalating them to our Level 2 Customer Support team. The ideal candidate has a strong sense of empathy and cares about people, while demonstrating a high degree of autonomy. You take initiative, are highly organised, and do not settle for the status quo. This is a startup environment, so you will need to be adaptable and comfortable with change. In this role, you are expected to leave things better than you found them, so you will regularly flag issues and inefficiencies (anything that frustrates you) so they can be improved. You also communicate clearly and thoughtfully, both in writing and verbally. Because we work remotely, you must be a proactive communicator who keeps stakeholders aligned and informed. A good sense of humour is always a plus. You will be part of a global team of support specialists, reporting to the Customer Support Manager. This is a great opportunity for someone who genuinely cares about customer support and the role it plays in building a customer-centric team. There is strong growth potential, with opportunities to progress into a Level 2 support function, as well as a range of specialist roles within the company. ## What you’ll do * You will respond to and resolve customer queries through all our channels (including email, chat, and Twitter), enabling our customers to get the most out of Paddle. * You will escalate advanced queries to the appropriate internal channels. * You will continuously improve your knowledge of the Paddle products and increase your ability to understand more and more advanced queries in order to grow in your role. * You will gather feedback, report issues, propose innovative process improvements, and actively engage in various team meetings. ## We’d love to hear from you if * You have 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, PHT). * You love interacting with and helping people, and seek to empower our customers. * You share experiences and feedback with others in order to build your skills. * You continuously seek to improve, rather than settling for the current state. * You have an investigative mindset and like to think out of the box. ## It’d be great if * You have worked for a SaaS company, ideally offering customer support to other software companies. * You are comfortable working in a fast-paced environment, both autonomously and in collaboration with your teammates, where decisions may need to be made quickly, even without access to all of the information. ## Everyone is welcome at Paddle At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group. Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. Our Values * Paddle Together – “None of us, is as smart as all of us” * Paddle Simply – “Simple can be harder than complex: you have to get your thinking clean to make it simple” * Paddle for others – “We can realise our wildest dreams, so long as we help enough other people to realise theirs” Why you’ll love working at Paddle We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and 4 months paid family leave regardless of gender. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training. Show more [Apply now >](https://jobicy.com/jobs/149321-customer-support-specialist.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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