Customer Support Specialist

This is a fully remote position, open to applicants in Poland.

📋 Description

• Provide delightful experiences in every customer interaction through chat, email, and various support channels.

• Become proficient in the PandaDoc product, confidently resolving Tier 2 (medium to high complexity) cases.

• Skillfully handle multiple customer issues at once, showcasing exceptional multitasking skills and maintaining poise under pressure.

• Work collaboratively with Tier 1 and Tier 3 teams to facilitate seamless handoffs, efficient escalations, and prompt resolutions.

• Manage technical investigations from start to finish by replicating issues, applying strong analytical skills to pinpoint root causes, and articulating clear workarounds or solutions for complex customer inquiries.

• Independently troubleshoot issues related to CRM integrations and API functionality.

• Maintain high performance across support KPIs (CSAT, SLA, case volume, schedule adherence, and QA score).

• Provide feedback and insights to the Product and Engineering teams to influence future product enhancements.

• Serve as a mentor for new hires and junior agents, assisting during onboarding and sharing best practices.

• Identify opportunities and effectively transition inbound customer interactions to the Revenue team, ensuring smooth cross-team collaboration.

⛳️ Requirements

• Possess 2+ years of experience in customer support or a similar client-facing technical role.

• Have experience with CRMs, integrations, APIs, or web applications.

• Exhibit advanced proficiency in English (both spoken and written).

• Be an empathetic communicator who genuinely cares about the customer experience and conveys information with clarity and kindness.

• Maintain an ownership mindset, demonstrating proactive follow-ups, a natural curiosity for exploring root causes, and a commitment to resolving cases thoroughly.

• Be comfortable working in a dynamic SaaS or startup environment.

• Effectively manage multiple tools and platforms with ease (Intercom, Slack, Jira, etc.).

• Be open to fixed shifts, scheduled time slots, and occasional holiday coverage.

• Show curiosity about new technologies and be willing to utilize AI thoughtfully and effectively in your work.

🏝️ Benefits

• 🚀 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.