Customer Support Specialist

Summary

Join PandaDoc's Support Team and empower customers to achieve real business impact. As a skilled product expert, you will deliver exceptional client experiences, resolve Tier 2 support cases, and manage multiple issues simultaneously. You will collaborate with other teams, conduct technical investigations, troubleshoot CRM integrations and APIs, and maintain high performance across support KPIs. You will also mentor new hires, identify opportunities for revenue generation, and share feedback to improve the product. PandaDoc offers a supportive and collaborative work environment with opportunities for professional development.

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

Responsibilities

• Deliver happy experiences to every client you interact with 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, QA, and Handoff Quantity)
• 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

Preferred Qualifications

• Have a growth mindset - you embrace feedback, learning, and continuous improvement
• Are team-oriented - you collaborate generously and are always willing to help others level up
• Are independent and solutions-driven - you bring creative ideas to the table and take initiative in solving challenges

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