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

Role Description We are seeking a dependable and detail-oriented Remote Customer Support Specialist to assist with client communications and support coordination. This role focuses on managing incoming requests, organizing key details, and ensuring a smooth and responsive experience across all client interactions. This is a fully remote, entry-level friendly position ideal for individuals who are organized, proactive, and comfortable working in a structured, service-focused environment. Key Responsibilities - Respond to client inquiries and provide timely, professional support - Coordinate and manage service-related requests using established processes - Gather and organize relevant information to ensure accuracy and efficiency - Communicate updates, confirmations, and follow-ups clearly and consistently - Maintain organized records of client interactions and support activity - Collaborate with team members to ensure a seamless support experience Qualifications - Strong communication and interpersonal skills - Excellent organizational and multitasking abilities - Ability to work independently in a remote environment - Detail-oriented with strong problem-solving skills - Comfortable using email, online platforms, and digital tools Requirements - $35,000 - $65,000 a year Benefits - Fully remote work environment - Flexible scheduling structure - Structured onboarding and guided training - Opportunities for increased responsibility and advancement - Supportive and collaborative team culture Work Environment This is a remote role requiring a reliable internet connection and the ability to stay organized and productive in a virtual setting.

• Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can't safely close. Build and protect customer trust in moments that matter. • Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and own the quality of AI outputs in your domain. • Produce formal weekly and monthly insights, participate in roadmap conversations with Product Development teams, and mentor Associates on their build and synthesis work.

• Resolving customer inquiries and complaints related to outbound and return shipments • Answering questions about customer accounts and payment transactions • Handling customer requests and complaints • Processing customer orders • Recording changes to customer and delivery addresses • Responding to questions about products, as well as warranty and statutory warranty matters