Product Support Specialist
Stripe
SQL
Job Level
JuniorMid-Level
Tech Stack
Pandas
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
- 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)
- Empathetic communicator
- Ownership mindset: proactive follow-ups, curiosity to explore root causes, commitment to resolve cases fully
- Comfortable working in a fast-paced SaaS or startup environment
- Ability to juggle multiple tools and platforms (Intercom, Slack, Jira, etc.)
- Open to flexible shifts and occasional holiday coverage
