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 roleHave experience working with CRMs, integrations, APIs, or web applicationsAdvanced in English (spoken and written)Are empathetic communicator - you care deeply about the customer experience and communicate with clarity and kindnessHave 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 environmentCan juggle multiple tools and platforms without breaking a sweat (Intercom, Slack, Jira, etc.)Are open to flexible shifts and occasional holiday coverageIt 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 challengesCompany 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.