Buyer Support Team Lead

Paddle
Philippines
Workplace: RemoteFull timeFunction: Procurement & SourcingExperience: 3+ yearsSkills: ["Problem-solving","Communication","Time management","Mentorship","Customer focus"]

Lead Paddle’s digital-first Buyer Support team as a player-coach, balancing frontline resolution with coaching, mentorship, and process improvements. Resolve buyer/customer inquiries across email, chat, and phone, manage service delivery and customer satisfaction, and handle escalations. Serve as an expert on Paddle’s buyer-facing features and support internal documentation while onboarding new support specialists and driving team performance against KPIs.

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Paddle
Paddle
6 days ago

Buyer Support Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead Paddle’s digital-first Buyer Support team as a player-coach, balancing frontline resolution with coaching, mentorship, and process improvements. Resolve buyer/customer inquiries across email, chat, and phone, manage service delivery and customer satisfaction, and handle escalations. Serve as an expert on Paddle’s buyer-facing features and support internal documentation while onboarding new support specialists and driving team performance against KPIs.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Procurement & Sourcing
Seniority: Manager level

Key Responsibilities

  • •Respond to and resolve buyer/customer queries across email, chat, and phone, while leading the global digital-first support team.
  • •Manage and monitor service delivery and customer satisfaction.
  • •Drive coaching, mentoring, and targeted improvements, including handling escalations and escalating critical issues internally.
  • •Be an expert on Paddle features and assist with documentation for internal support processes.
  • •Onboard new support specialists and help improve team performance toward KPIs through knowledge sharing and best practices.

Pay and Benefits

Perks:Paid LeaveParental LeaveLearning Budget

Key Requirements

  • •3+ years of online customer support experience, including technical support for a SaaS product.
  • •Experience mentoring peers or leading small teams in a digital support environment.
  • •Comfort working remotely and managing online team delivery.
  • •Strong communication skills and proficiency in English.
  • •A mindset for using technology and quickly learning new tools.
Experience:3+ yearsSaaS
Skills:Problem-solvingCommunicationTime managementMentorshipCustomer focus
Languages:English

Company Brief

Paddle
Paddle is a merchant-of-record platform that handles payments, billing, taxes, fraud and compliance for SaaS and digital product companies, enabling sellers to manage global commerce and subscriptions through a single payments infrastructure.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: London, United Kingdom
Founded: 2012
Glassdoor
Glassdoor: 3.3
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