Customer Support Specialist

Job Description

Support Team

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, 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.

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 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

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 🐼