As a Customer Support Associate, you’ll play a pivotal role in delivering seamless experiences for PandaDoc customers. Your main responsibility will be to effectively solve customer issues and help our customers get the most out of the product. Our team operates in a multi-channel environment, providing support through chat and email. This is a highly interactive position where you’ll be on the frontlines providing world-class customer support through your expertise in PandaDoc.
In this role, you will:- 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.
- 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)
The annual OTE (base/bonus combined) for this role is between $55K-$60K
Company Overview
PandaDoc empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. PandaDoc provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes.
Company Culture
We're known for our work-life balance, kind co-workers, & creative virtual team-bonding events. And although our Pandas are located across the globe, we stay connected with the help of technology and ensure that everyone on our team feels, well, like a team.
Pandas work best when they're happy. We retain our talent by upholding our values of integrity & transparency, and selling a product that changes the lives of our customers. Our attainment of awards such as Best Workplace, Best StartUp Employer and a Stevie Award for Best Employers demonstrate our commitment to our culture.
Check out LinkedIn to learn more.
Benefits:Our benefits include tremendous career growth opportunities, a competitive salary, health and commuter benefits, company-paid life & disability, 20+ PTO days, 401K and FSA plans, and of course, a fun team of Pandas to work with!
PandaDoc is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.
EXTERNAL RECRUITERS
Approval Requirement
The use of external recruiters/staffing agencies requires prior approval from our HR Team. The HR Team at PandaDoc requests that external recruiters/staffing agencies not to contact PandaDoc employees directly in an attempt to present candidates. Complying with this request will be a factor in determining future professional relationships with PandaDoc.
Application deadline 11/30
Top Skills
What We Do
Since its founding in 2013, PandaDoc has been on a mission to empower growing businesses to thrive by taking the work out of document workflows. PandaDoc provides an all-in-one document workflow automation platform with eSignature capabilities that helps fast scaling teams accelerate the ability to create, manage and sign digital documents, including proposals, quotes and contracts and more. More than 30,000 customers are using PandaDoc to improve document workflow, insights and speed while providing an amazing experience for the end users. PandaDoc is backed by leading venture firms and corporate investors, including OMERS Growth Equity, G-Squared, Altos Ventures, Rembrandt Venture Partners, One Peak Partners, M12 (Microsoft), and HubSpot. PandaDoc is proudly a remote-first global company.
Why Work With Us
Maintaining and preserving our company culture is imperative as we continue to grow, especially as a remote-first company. Our culture is centered on hiring the best and empowering them to do their jobs - provide employees the right technology to succeed, encourage risk taking, and foster an environment built on transparency, trust and empathy.
