Customer Support Associate

Summary

Join PandaDoc as a Customer Support Associate and deliver exceptional customer experiences to our clients. You will be responsible for resolving customer issues, providing expert support through chat and email, and collaborating with cross-functional teams. This role requires 1-2 years of customer support experience, strong multitasking skills, and excellent communication skills in English. The position is based in the Pacific or Mountain time zones. PandaDoc offers a competitive compensation package, including benefits such as health insurance, paid time off, and the opportunity to purchase company stock.

Requirements

• 1-2 years of experience in a customer support or customer service role, or a similar position
• Strong multitasking skills and the ability to handle a high volume of inquiries
• A passion for delivering excellent customer service and ensuring satisfaction
• A collaborative mindset, working effectively with cross-functional teams
• Proven ability to achieve and exceed performance metrics (e.g., CSAT, Quality Assurance)
• Excellent written and verbal communication skills in English
• Located in Pacific or Mountain time zones

Responsibilities

• Deliver exceptional customer experiences in every interaction
• Become an expert in PandaDoc and provide effective solutions for customer issues
• Work closely with our teams in the US, EU, and Philippines, ensuring smooth cross-team communication and a seamless customer journey
• Collaborate effectively with Tier 2 and Tier 3 support teams for issues that require deeper investigation
• Manage multiple customer cases at once, demonstrating strong multitasking skills and the ability to remain organized and calm under pressure
• Meet and exceed KPIs, including CSAT (Customer Satisfaction) and Quality assurance
• Use your strong written and verbal communication skills (in English) to assist clients effectively

Benefits

• Employees may be able to purchase company stock (or receive annual bonuses)
• Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans
• Employees will also receive 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 10 company paid holidays off per year
• The annual OTE is up to $62,000 (base + bonus combined)