Customer Support Specialist

Benefits

Parental leave

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Mental health support

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Schedule

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Weekend work

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Application

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About this role

Customer Support Specialist Remote (Poland) Customer Support Specialist, T2 (Poland, remote) Company Overview PandaDoc is an all-in-one document automation platform helping different teams close deals faster, streamline workflows, and deliver delightful customer experiences. With over 60,000 customers worldwide, PandaDoc simplifies the creation, approval, and eSignature of proposals, quotes, and contracts. For more information, visit https://www.pandadoc.com Support Team Our mission is to empower our customers to reduce inefficiencies and land real business impact. We don't see ourselves as just a support team - we're skilled product experts who unlock limitless possibilities by fostering collaboration and setting new standards for a seamless user experience. In this role, you will: - 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. -

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