PandaDoc is an all-in-one document automation platform helping different teams close deals faster, streamline workflows, and deliver delightful customer experiences. With over 60,000 customers worldwide, PandaDoc simplifies the creation, approval, and eSignature of proposals, quotes, and contracts.
For more information, visit https://www.pandadoc.com
Support Team
Our mission is to empower our customers to reduce inefficiencies and land real business impact. We don’t see ourselves as just a support team - we’re skilled product experts who unlock limitless possibilities by fostering collaboration and setting new standards for a seamless user experience.
In this role, you will:
- Deliver happy experiences in every customer interaction across chat, 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, Schedule adherence, and QA score).
- 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.
About You
- 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 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, Jira, etc.)
- Are open to fixed shift, schedule slots, and occasional holiday coverage
- Curious about new technologies and open to using AI thoughtfully and effectively in their work.
It would be awesome if you:
- 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
Why Join Us?
- 🚀 Exciting Career Growth: Unlock tremendous opportunities in a fast-scaling, global company.
- 💰 Competitive Compensation: Enjoy a market-driven salary and benefits package, with an Annual Performance and Salary Review cycle.
- 🌴 Generous Time Off: 20+ PTO days, Birthday off, all Paid State Holidays, plus 6 dedicated Self-care days each year.
- 🏥 Comprehensive Insurance: Health, Medical, and Life insurance to keep you covered.
- 🏡 Support for Remote Work: Home office setup allowance, Mental, Physical health & Learning budget, plus Communication allowance.
- 🎉 Culture & Connection: Join team-building activities, online and offline off-sites, and memorable office celebrations.
- 🐼 People-First Environment: Be part of a supportive, inclusive, and vibrant Pandas team that celebrates collaboration and diversity.
Join us and be part of a Support team that customers love and trust.
Apply now and start delivering WOW moments to our customers 🐼
Skills Required
- 2+ years of experience in customer support or a similar client-facing technical role
- Experience working with CRMs, integrations, APIs, or web applications
- Advanced in English (spoken and written)
PandaDoc Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PandaDoc and has not been reviewed or approved by PandaDoc.
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Healthcare Strength — Employer-covered medical with low-deductible options plus comprehensive dental and vision create a strong core benefits foundation. Mental-health support and disability/life coverage further reinforce overall healthcare strength.
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Leave & Time Off Breadth — Generous PTO that increases with tenure, separate self-care days, paid holidays, and a birthday day off point to ample time away from work. Paid parental leave for all parents, with extended time for birth parents, adds meaningful depth to the leave offering.
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Wellbeing & Lifestyle Benefits — A remote-first setup with flexible schedules, wellness initiatives/allowances, and a home-office stipend support day-to-day wellbeing. Education stipends and regular team events contribute to lifestyle and growth outside base pay.
PandaDoc Insights
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.
