Customer Support Specialist

PandaDoc

Customer Support Specialist engaging with customers for PandaDoc's document automation services. Handling Tier 2 inquiries through chat and email in a fast-paced remote environment.

Posted 6/4/2026full-timeRemote • 🇵🇱 PolandJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🚀 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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supporttechnical investigationstroubleshootingCRM integrationsAPI behaviormultitaskinganalytical thinkingproblem resolutionSaaSweb applications

Soft Skills

empathetic communicationownership mindsetclaritykindnesscuriosityfast-paced adaptabilitymentoringcollaborationcustomer experience focuspressure management