Paddle

• respond to and resolve customer queries through all our channels (including email, chat, and Twitter) • escalate advanced queries to the appropriate internal channels • 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 • gather feedback, report issues, propose innovative process improvements, and actively engage in various team meetings

• Respond to and resolve queries from our customer’s customers via email • Escalate advanced/complex queries to appropriate internal channels • Continuously improve knowledge of Paddle products and understanding more advanced queries • Collect feedback, report issues, improve processes, and participate in team meetings

• Respond to and resolve queries from our customer’s customers via email. These are transactional queries such as refunds or cancellations. • Escalate advanced/ complex queries to the appropriate internal channels. • 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. • Collect feedback, report any issues you come across, get involved in improving our processes and actively participate in team meetings.

• Manage the monthly payroll cycles and work closely with the People Team to capture and submit payroll changes. • Coordinate global payroll providers and validate all payroll changes to ensure an optimal Paddle employee experience. • Ensure Payroll payments, related taxes and benefits are accurately included and completed. • Work closely with Treasury and Banking team to ensure timely and accurate payments. • Capture payroll through journal entries and reconcile related balance sheet accounts. • Be first point of contact, providing excellent employee experience for payroll, pension, 401K queries. • Look for efficiency in process improvement and implement accordingly. • Manage payroll vendors and oversee payroll processing across 12+ international locations • Track and submit monthly salary changes, variable compensation, and deductions to local payroll vendors • Review payroll reports for accuracy and reconcile pay data discrepancies.

• Lead the team to deliver initiatives to a high standard, from concept and planning through to rollout, working closely with engineers and stakeholders across the organization. • Own developer productivity and internal developer experience as outcomes you lead. • Listen across the organization, synthesize feedback, and build buy-in before committing the team to a direction, then own a clear, well-argued roadmap for sustainable impact. • Coordinate across team boundaries, including with SRE, Security, Principal Engineers, and leadership, influencing without relying on authority. • Manage and coach your engineers, enabling their personal and professional growth and high-impact team performance. • Stay hands-on and technically credible, contributing to code and reviews, while focusing on direction, alignment, and unblocking the team. • Oversee the team's technical decisions and contribute to the Platform group's technical strategy. • Look after the team's shared libraries and tools, maintaining code relied upon by dozens of other services, leading its upkeep and safe rollout to benefit the entire engineering organization. • Drive improvements to group processes, developer experience, and the reliability and scalability of a high-traffic, event-driven system, with autonomy to change what isn't working.

• drive significant business impact by shaping our data infrastructure • developing robust data models • promoting best practices in analytics engineering • collaborate closely with the Marketing team • ensure that funnels are being tracked and surfaced in our data models • evaluate Marketing campaigns using accurate data • create trusted, self-serve datasets • proactively identify and resolve data quality issues • add comprehensive metadata to datasets • partner with Marketing stakeholders to translate business questions into robust data products • enable Marketing teams to confidently use Omni and core GTM datasets • activate data from Snowflake into operational tools

• own insight projects end-to-end, from framing the right question to delivering a clear, actionable recommendation • use quantitative and qualitative data to identify root causes of commercial problems and opportunities • partner with product, sales, marketing, and finance to drive analysis that moves the needle • partner with Finance to model the impact of strategic options and quantify trade-offs • extract and manipulate datasets from Snowflake using SQL • apply statistical methods to draw defensible conclusions and use LLMs to interpret unstructured data • present recommendations to senior stakeholders, including the exec team, in a clear and compelling way • act as a trusted thought partner to business leaders, helping them frame problems and stress-test assumptions

• Develop and maintain tools to maximise engineering efficiency; such as but not limited to automating deployment infrastructure and database upgrades • Seek out processes that can be improved with automation and have internal Developer Experience as a main driver • Collaborate and enable engineers to do their jobs more efficiently • Create, maintain and test our system disaster recovery process, including tooling to automate the process • Handle production incidents, author blameless postmortems and enrich operational playbooks and runbooks • Run performance investigations and drive tuning across apps, data stores and AWS • Own cost optimisation workstreams: right-sizing, autoscaling policies, workload scheduling, storage tiering, and identifying waste across ECS/Fargate, RDS/Aurora, SQS and observability • Be an advocate of the GitOps methodology

• Own the end-to-end design of Paddle's foundational seller experiences, sign-up, onboarding, and the surfaces that connect our products together, from discovery and concepting through delivery, iteration, and long-term evolution. • Own and lead Paddle's design system from a design perspective, designing new components, defining and documenting intended usage, and driving adoption across every product team. • Act as a horizontal partner to all other product teams, creating guidelines, principles, and reusable patterns that keep the experience consistent across the platform as Paddle grows. • Contribute actively to integration and AI experiences, shaping interaction patterns and surfaces, and forming a clear point of view on where AI delivers real user value (and where it gets in the way). • Lead design thinking for foundational work, including information architecture, interaction patterns, accessibility, and scalable component design. • Partner closely with Product, Engineering, and Stakeholders to define problems, shape solutions, influence roadmaps, and ship high-quality outcomes. • Use research, data, and customer feedback to validate decisions and continuously improve the experience. • Set and uphold quality and craft standards across the product organisation, advocating for user-centred design and a high design bar. • Use storytelling to build alignment and secure buy-in for foundational, cross-cutting work that often spans many teams. • Mentor and support other designers through collaboration, feedback, and critique. • Own and improve the customer experience across a complex B2B platform used by thousands of SaaS companies and millions of their customers.

• Build and develop the FP&A team • Partner with GTM, Product & Engineering, and functional leaders to build investment cases • Co-author board and CFO/CEO materials • Lead Paddle's end-to-end planning cycle • Own and advance the Pigment platform • Drive the Monthly Business Review and QBR cadences