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Customer Support Specialist

PandaDocpoland

19 dni temu

Opis pracy

The Support Team's 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 to every client you interact with 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, QA, and Handoff Quantity).
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 had :

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

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.

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Customer Support Specialist • poland