Customer Support Associate - MST/PST

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.

This specific opening will be working with clients based in MST/PST timezones.

In this role, you will:

• 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

About you:

• 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

Company Overview: 

PandaDoc empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. PandaDoc provides an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more.  For more information, please visit https://www.pandadoc.com.

Company Culture: 

We're known for our work-life balance, kind co-workers, & virtual team bonding events. Although our Pandas are located remotely across the globe, we stay connected with the help of technology and ensure that everyone on our team feels, well, like a team. 

Pandas work best when they're happy. We retain our talent by upholding our values of integrity & transparency, and selling a product that changes the lives of our customers. 

Check out our LinkedIn to learn more.

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

The annual OTE is up to $62,000 (base + bonus combined)

PandaDoc is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.

Application deadline 03/28