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What we do

As the SaaS industry continues to grow, software companies cant rely on a great product alone to succeed. They face endless competition, live or die by customer acquisition costs, have to earn customer loyalty every day, need to operate across borders, & must navigate increasingly complex regulations. 

Paddle alleviates this pain & enables software companies to respond faster & more precisely to growth opportunities with its Revenue Delivery Platform. Our all-in-one platform is purpose-built for modern SaaS execution & already powers growth for over 2000 software companies, globally. Paddle integrates checkout, payment, & subscription management, making it easy for our customers to activate new business models, enter new markets, turn on new offerings, & renew subscriptions anywhere in the world, compliantly. 

Paddle has grown over 100% annually from our headquarters in London, with customers all around the world. After raising our Series C, we are building our first commercial team to grow rapidly in the United States (where over half our addressable market resides). This is where you come in!

The role

Research Operations is an up & coming role that is being embraced by dynamic, creative companies who recognise that you have to invest in great infrastructure if you are going to get great data.  This role would be a first hire in Paddles Research team & would work very closely with the VP of Product, Rosemary King, on engineering the processes & systems that would be built.  Its a brilliant opportunity to garner experience in a growing field.  Paddle is on a hyper-growth pathway & the research team will be growing over the coming year.  This role is a wonderful opportunity to grow into a leadership position & make a mark on a team & organisation that wants to hit major milestones in the coming months.  This role would play an integral part in the teams ability to achieve those goals. 

What youll do

Your core objective will be to help Paddles Product team devise & implement high-quality customer research. Paddles values & processes place customers at the centre of our organisation, & your role will help us ensure that our Product team has seamless access to the customers we need to speak to.  

Our product team is growing & each Product Manager will be running research projects at various times, working with many participants & external companies along the way. Throughout this process, you will help our PMs access participants, create a scalable process for implementation & champion treating participant data & the companys interests with utmost sensitivity. This involves ensuring potential participants are well-informed prior to starting a research study, & that any intellectual property related to these studies is protected. You will be responsible for maintaining this process, streamlining where necessary & taking care of our participants.

Recruitment, Scheduling, & Live Research Management - help us find & speak to customers & potential customers so we can keep them at the centre of everything we do

  • Ensure all the customers we speak to are part of a considered experience, whether they end up taking part in research or not
  • Liaise with the Product Managers, Product Marketing Managers & Revenue Team to find the best routes to source relevant participants for upcoming user research
  • Advertise relevant research opportunities as & when they arise
  • Categorise & pre-screen respondents based on recruitment criteria
  • Create a continuous recruitment process that ensures we have access to great participants seamlessly.
  • Manage all paperwork (theres a lot) for controlled documents prior to participants engaging in studies
  • Schedule Researcher<>participant appointments, taking into account timings & location (eg., off-site interviews, calls, product drop off/collection)
  • Provide support to the Product teams during live research by responding to participants, tracking completion of research activities, following up as necessary, uploading, organising, & anonymising and/or blinding study data & media for analysis, & transcribing media
  • Conduct light quantitative data analysis on an ad hoc basis
  • Process goodwill gestures for participants after studies have finished

Database management - youll be keeping all of their details accessible, organised & secure so we can stay on track with our product development

  • Meticulously maintain & continuously update our participant database
  • Ensure that all participant profiles are up to date with contact information, signed agreements, & their current availability throughout the sign up process
  • Keep up to date with active & inactive participants within our database to ensure that we are providing opportunities to a wide variety of women, while being respectful of peoples inboxes

Process improvement - how can we conduct smoother, more efficient research?

  • GDPR - set standards & maintain documentation of research decisions & processes to maintain GDPR compliance; keep the research team up to speed with GDPR best practice; liaise with the legal team as necessary to ensure compliance
  • Documentation - maintain documentation of research & research operations processes for new & existing team members to reference; flag opportunities for improvement & seek out possible solutions/new ways of working
  • Data Organisation - seek out more efficient ways to organise data, make it more accessible to the team, & reduce processing time

General management - tame the beast that can be the start-up R&D cycle, its a team effort but you will be at the centre of it.

  • Raise & close purchase orders in a timely manner
  • Consolidate & track NDAs
  • Provide ad hoc support for the wider product team

About you: 

  • You are a detail-oriented, passionate & dynamic individual who thrives on getting stuff done whilst managing multiple activities in parallel. 
  • Youre a natural multi-tasker & comfortable with priorities that often change on a daily basis. You can roll with this & maintain focus by doing the right things in the right order. 
  • You are able to walk to onto an empty canvas & start creating structure.  You are creative & innovative about how to get stuff done & are looking for an opportunity that will grow with you. 
  • You thrive on growth & are eager to help both create & define what research operations means at Paddle, & are excited about the opportunity to grow a capacity from scratch.  
  • You are organised & logical, yet work at a fast pace to help the Product Development team meet ambitious plans. You are excited by the prospect of defining & developing the gold standard for Research Operations at Paddle.
  • You are able to get creative with how to think through problems & try a lot of different experiments on our way to a process.

This role will be a blend of home & office-based working, ideally with a few days in the office each week.

We'd love to hear from you if

  • Strong organizational skills
  • Process driven with high attention to detail
  • Experience with administrative tasks & data entry
  • Conscientious & dependable
  • Ability to work independently & with initiative, but ask questions when necessary
  • Resourceful ability to think creatively to come to a resolution when you meet barriers; can-do attitude
  • Excellent written & spoken English, tact, sensitivity & diplomacy - you will be the first point of contact with participants, so high-level communication skills are paramount
  • Creative & driven - were constantly trying to improve how we work & wed love to hear your ideas
  • Some experience in recruiting job candidates or test participants would be beneficial
  • Knowledge and/or experience of GDPR would be an advantage
  • Interest in women, health & all things technology
  • A huge drive to help Elvie reach the next level
  • An empathic & friendly manner will set you apart from other candidates

Why youll love working at Paddle

We are a diverse team of 160 & growing people. We care deeply about enabling a great culture which is inclusive no matter your background. We celebrate our diverse group of talented employees & we pride ourselves on our transparent, collaborative, friendly & respectful culture. 

We live & breathe our values, which are:

Exceptional Together

Solve for the Customer

Execute with impact

Better than Yesterday

We offer a full suite of benefits, including attractive salaries, stock options, 401k plans, health insurance, a health & wellbeing platform & coaching sessions. 

We are a digital-first company, which means you can work remotely or from an amazing office if you prefer, or even a bit of both! We offer all team members unlimited holidays & 4 months paid family leave regardless of gender. We love our casual dress code, annual company retreats & much more. We truly invest in learning & will help you with your personal development, from constant exposure to new challenges, an annual learning stipend to regular internal & external training.

Our Mission

Our mission is to help software companies succeed enabling them to focus on creating products the world loves. Hundreds of companies rely on our e-commerce platform to sell their software products globally, as well as our powerful analytics & marketing tools to understand & grow their businesses.

Our vision is to become the platform that all software companies use to run & grow their business. We aim to replace a fragmented ecosystem of specialised tools with a unified platform that removes the complex burden that comes with running a software business, whilst also providing unparalleled insight to help them grow faster.

Deloitte Fast 50 named us amongst the fastest growing software companies in the UK four years running, & weve raised over $93m in funding from incredible investors such as FTV Capital, Kindred, Notion, & 83North.

Equal opportunities

We believe in having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply & we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. Our office is wheelchair friendly & we are a family-friendly employer.

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