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.
In this role, you will:
- 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, 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.
About You
- 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 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
It would be awesome if you:
- 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?
- 🚀 Exciting Career Growth: Unlock tremendous opportunities in a fast-scaling, global company.
- 💰 Competitive Compensation: Enjoy a market-driven salary and benefits package, with an Annual Performance and Salary Review cycle.
- 🌴 Generous Time Off: 20+ PTO days, Birthday off, all Paid State Holidays, plus 6 dedicated Self-care days each year.
- 🏥 Comprehensive Insurance: Health, Medical, and Life insurance to keep you covered.
- 🏡 Support for Remote Work: Home office setup allowance, Mental, Physical health & Learning budget, plus Communication allowance.
- 🎉 Culture & Connection: Join team-building activities, online and offline off-sites, and memorable office celebrations.
- 🐼 People-First Environment: Be part of a supportive, inclusive, and vibrant Pandas team that celebrates collaboration and diversity.
Join us and be part of a Support team that customers love and trust.
Apply now and start delivering WOW moments to our customers 🐼
Company Overview:
PandaDoc empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. PandaDoc provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more. For more information, please visit https://www.pandadoc.com.
Company Culture:We're known for our work-life balance, kind co-workers, & virtual team bonding events. Although our Pandas are located remotely across the globe, we stay connected with the help of technology and ensure that everyone on our team feels, well, like a team.
Pandas work best when they're happy. We retain our talent by upholding our values of integrity & transparency, and selling a product that changes the lives of our customers.
Check out our LinkedIn to learn more.
Benefits:- An honest, open culture that emphasizes feedback and promotes professional and personal development
- An opportunity to work from anywhere — our team is distributed worldwide, from Lisbon to Manila, from Florida to California
- 6 self care days
- A competitive salary
- And much more!
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