Customer Support Associate - Remote

Overview

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 Short

• 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

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
• Located in Pacific or Mountain time zones

Benefits

• Employees may be able to purchase company stock (or receive annual bonuses)
• Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans.
• Employees will also receive 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 10 company paid holidays off per year