Buyer Support Team Lead
Core
Lead a global digital-first buyer support team, balancing frontline customer resolution with strategic coaching, mentorship, and process improvement for a SaaS payments infrastructure platform.
Role type
Senior IC team lead (player-coach)
Builds
Customer support operations and team performance for SaaS merchants
Domain
Fintech / SaaS Payments Infrastructure
Deliverable
client delivery
Required skills
customer support, team leadership, coaching, mentorship, escalation management, process improvement, SaaS technical support, remote team management
Preferred skills
documentation creation, innovation experimentation
Technologies
Paddle platform, support channels (email, chat, phone)
Responsibilities
resolve customer queries, coach team members, handle escalations, create internal documentation, onboard new specialists, monitor KPIs
Seniority
Senior, hands-on IC with team leadership
