Support customers through diverse communication channels by resolving complex product inquiries, mentoring new hires, and collaborating with cross-functional teams to enhance user experience.
Our mission is to empower our customers to reduce inefficiencies and land real business impact. We don’t see ourselves as just a support team - we’re skilled product experts who unlock limitless possibilities by fostering collaboration and setting new standards for a seamless user experience.
- Deliver happy experiences in every customer interaction across chat, email, and other support channels.
- Become a PandaDoc product expert, able to resolve Tier 2 (medium to high complexity) cases with confidence.
- Effectively manage multiple customer issues simultaneously, demonstrating exceptional multitasking abilities and maintaining composure under pressure.
- Collaborate with Tier 1 and Tier 3 teams to ensure smooth handoffs, efficient escalations, and timely resolutions.
- Own technical investigations end-to-end by reproducing issues, applying strong analytical thinking to identify root causes, and effectively communicating clear workarounds or solutions to resolve complex customer inquiries.
- Troubleshoot issues related to CRM integrations and API behavior with autonomy.
- Maintain high performance across support KPIs (CSAT, SLA, Case volume, Schedule adherence, and QA score).
- Share feedback and insights with the Product and Engineering teams to help shape future product improvements.
- Act as a mentor for new hires and junior agents, whether helping during onboarding or sharing best practices.
- Identify opportunities and execute effective hand-offs to the Revenue team from inbound customer interactions, ensuring efficient cross-team collaboration.
- Have 2+ years of experience in customer support or a similar client-facing technical role
- Have experience working with CRMs, integrations, APIs, or web applications
- Advanced in English (spoken and written)
- Are an empathetic communicator - you care deeply about the customer experience and communicate with clarity and kindness
- Have an ownership mindset - you do proactive follow-ups, have a natural curiosity to explore root causes, and a commitment to resolving cases fully.
- Are comfortable working in a fast-paced SaaS or startup environment
- Can juggle multiple tools and platforms without breaking a sweat (Intercom, Slack, Jira, etc.)
- Are open to flexible shifts and occasional holiday coverage
- Have a growth mindset - you embrace feedback, learning, and continuous improvement.
- Are team-oriented - you collaborate generously and are always willing to help others level up.
- Are independent and solutions-driven - you bring creative ideas to the table and take initiative in solving challenges
Why Join Us?
Join us and be part of a Support team that customers love and trust.
Apply now and start delivering WOW moments to our customers 🐼
Health Insurance
Health, Medical, and Life insurance to keep you covered.
Home Office Stipend
Home office setup allowance, Mental, Physical health & Learning budget, plus Communication allowance.
Inclusive company culture
Be part of a supportive, inclusive, and vibrant Pandas team that celebrates collaboration and diversity.
Paid Time Off
20+ PTO days, Birthday off, all Paid State Holidays, plus 6 dedicated Self-care days each year.
PandaDoc develops an all-in-one document automation platform designed for sales professionals, enabling them to create, manage, and electronically sign proposals, quotes, and contracts efficiently. Catering to over 67,000 growing organizations, our solution streamlines document workflows, reducing the time and effort required for business documentation.
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Customer Support Specialist Q&A's