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 🐼
