Customer Support Associate

Summary

Join PandaDoc's Support Team and deliver exceptional customer experiences across various channels, becoming a product expert to resolve Tier 1 inquiries. You will own customer issues, effectively multitask, collaborate with other teams, and troubleshoot common problems. Maintain strong performance across support KPIs and share customer feedback for product improvements. The ideal candidate possesses 1+ years of customer support experience, billing and product inquiry handling skills, advanced English communication, an empathetic and ownership mindset, and comfort with a fast-paced SaaS environment. PandaDoc offers a competitive salary, work-from-anywhere flexibility, a personal budget for professional development, and a supportive culture.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

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