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 outstanding customer experiences across multiple channels (chat, email, etc.), ensuring each interaction is helpful, friendly, and aligned with our brand voice.
Become a PandaDoc product expert, confidently resolving Tier 1 inquiries related to product usage, account settings, and billing.
Own customer issues by investigating reported concerns, gathering technical details, reproducing issues, and providing clear, actionable solutions or workarounds.
Effectively multitask and prioritize in a fast-paced environment, managing several conversations and tasks at once while maintaining attention to detail.
Collaborate with Tier 2 and Tier 3 teams, ensuring smooth escalations of complex or technical cases.
Troubleshoot common issues independently, particularly those related to subscriptions, billing, and basic product functions.
Maintain strong performance across support KPIs, including CSAT, SLA, case volume, quality assurance, and handoff metrics.
Share customer feedback and insights with internal teams (Product, Engineering, etc.) to contribute to continuous product and process improvements.
About you:
- Have 1+ years of experience in customer support or a similar client-facing technical role
- Possess experience handling billing and product how-to inquiries
- 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, etc.)
- Are open to flexible shifts and occasional holiday coverage
It would be awesome if you had:
- Embrace a growth mindset — you actively seek learning opportunities, view challenges as chances to grow, and continuously strive to improve your skills.
- Are a strong team player — you collaborate openly, obtain and share knowledge generously.
- Bring hands-on experience working with CRMs - you’re comfortable navigating customer data and using support tools to drive efficient, personalized service.
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, & creative virtual team-bonding events. And although our Pandas are located 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
- An annual personal budget for educational classes, conferences, etc. — anything to further your professional knowledge
- A competitive salary
- And much more!
PandaDoc is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.
EXTERNAL RECRUITERS
Approval Requirement
The use of external recruiters/staffing agencies requires prior approval from our HR Team. The HR Team at PandaDoc requests that external recruiters/staffing agencies not to contact PandaDoc employees directly in an attempt to present candidates. Complying with this request will be a factor in determining future professional relationships with PandaDoc.
