Buyer Support Team Lead

About the role

Paddle is a Merchant of Record that simplifies payments for SaaS companies worldwide. As the Buyer Support Team Lead you will manage a global, digital‑first support team, ensuring customers receive fast, effective assistance while driving continuous improvement of the service.

Key responsibilities

• Respond to and resolve customer queries across email, chat and phone channels.
• Lead and mentor the global Buyer Support team, monitoring service delivery and customer satisfaction.
• Handle escalations and coordinate critical issues with internal stakeholders.
• Develop and maintain internal documentation on Paddle features and support processes.
• Onboard new support specialists and drive performance improvements to meet KPIs.

Required profile

• 3+ years of online customer support experience for a SaaS product.
• Proven track record of mentoring peers or leading small remote teams.
• Strong written and verbal English communication skills.
• Comfortable working remotely in a fast‑paced, evolving environment.
• Problem‑solving mindset with a focus on simplifying customer experiences.

What we offer

• Remote‑first work model with optional use of stylish hubs.
• Unlimited holidays and 4 months paid family leave for all employees.
• Annual learning fund and regular internal/external training opportunities.
• Inclusive culture that supports diversity and personal development.