Customer Support Associate

Summary

Join PandaDoc as a Customer Support Associate and deliver seamless experiences for our customers. Your primary responsibility will be resolving customer issues and maximizing product usage. You will provide support through chat and email, working in a multi-channel environment. This role demands strong communication, multitasking, and collaboration skills. You will work closely with other support teams and meet performance metrics like CSAT and Quality Assurance. The position requires 1-2 years of customer support experience and excellent written and verbal communication skills in English. The annual OTE is between $55K-$60K.

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
• Willing to work in Eastern or Central time zones. (9am-6pm ET)

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

• Health and commuter benefits
• Company-paid life & disability
• 20+ PTO days
• 401K and FSA plans