Customer Support Specialist

October 20

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PandaDoc

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SaaS • B2B • Productivity

PandaDoc is a comprehensive document management solution that helps businesses streamline their document workflows. It offers a range of features including custom agreement generation, eSignatures, CPQ (configure, price, quote) capabilities, and real-time collaboration tools. PandaDoc is designed for ease of use, enabling teams to automate document creation and management processes, thus improving efficiency and reducing errors. The platform integrates with popular CRM systems, payment gateways, and other tools to facilitate seamless business operations. Focused on security and compliance, PandaDoc supports legal and secure electronic transactions, making it ideal for businesses looking to optimize their agreement management processes.

501 - 1000 employees

Founded 2011

☁️ SaaS

🤝 B2B

⚡ Productivity

💰 Series C on 2021-09

📋 Description

• 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, 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.