Customer Support Manager – UA/ES
LY Lawyers Pty Ltd
Customer Support Specialist
PandaDoc
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇦 Ukraine
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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, 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.
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.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical investigationstroubleshootingCRM integrationsAPI behaviormultitaskinganalytical thinkingproblem resolutionSaaSweb applications
Soft skills
empathycommunicationownership mindsetproactive follow-upscuriosityclaritykindnessmentoringcollaborationcomposure under pressure
