Customer Support Specialist

<h1><strong>Customer Support Specialist, T2 (Poland, remote)</strong></h1> <h2><strong>Company Overview</strong></h2> <p>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.</p> <p>For more information, visit <a href="https://www.pandadoc.com">https://www.pandadoc.com</a>&nbsp;&nbsp;&nbsp;</p> <p>&nbsp;</p> <h2><strong>Support Team</strong></h2> <p>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.</p> <p>&nbsp;</p> <h2><strong>In this role, you will:</strong></h2> <p>- Deliver happy experiences in every customer interaction across chat, email, and other support channels.</p> <p>- Become a PandaDoc product expert, able to resolve Tier 2 (medium to high complexity) cases with confidence.</p> <p>- Effectively manage multiple customer issues simultaneously, demonstrating exceptional multitasking abilities and maintaining composure under pressure.</p> <p>- Collaborate with Tier 1 and Tier 3 teams to ensure smooth handoffs, efficient escalations, and timely resolutions.</p> <p>- 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.</p> <p>- Troubleshoot issues related to CRM integrations and API behavior with autonomy.</p> <p>- Maintain high performance across support KPIs (<em>CSAT, SLA, Case volume, Schedule adherence, and QA score</em>).</p> <p>- Share feedback and insights with the Product and Engineering teams to help shape future product improvements.</p> <p>- Act as a mentor for new hires and junior agents, whether helping during onboarding or sharing best practices.</p> <p>- Identify opportunities and execute effective hand-offs to the Revenue team from inbound customer interactions, ensuring efficient cross-team collaboration.</p> <p>&nbsp;</p> <h2><strong>About You</strong></h2> <p>- Have <strong>2+ years </strong>of experience in customer support or a similar client-facing technical role</p> <p>- Have experience working with <strong>CRMs, integrations, APIs, or web applications</strong></p> <p>- <strong>Advanced in English</strong> (spoken and written)&nbsp;</p> <p>- Are<strong> an empathetic communicator</strong> - you care deeply about the customer experience and communicate with clarity and kindness</p> <p>- Have an <strong>ownership mindset</strong> - you do proactive follow-ups, have a natural curiosity to explore root causes, and a commitment to resolving cases fully.</p> <p>- Are comfortable working in a fast-paced SaaS or startup environment</p> <p>- Can juggle multiple tools and platforms without breaking a sweat (<em>Intercom, Slack, Jira</em>, etc.)</p> <p>- Are open to fixed shift, schedule slots, and occasional holiday coverage</p> <p>- Curious about new technologies and open to using AI thoughtfully and effectively in their work.</p> <p>&nbsp;</p> <h2><strong>It would be awesome if you:</strong></h2> <p>- Have a <strong>growth mindset</strong> - you embrace feedback, learning, and continuous improvement.</p> <p>- Are <strong>team-oriented </strong>- you collaborate generously and are always willing to help others level up.</p> <p>-<strong> </strong>Are <strong>independent and solutions-driven</strong> - you bring creative ideas to the table and take initiative in solving challenges</p> <p>&nbsp;</p> <div class="relative basis-auto flex-col -mb-(--composer-overlap-px) pb-(--composer-overlap-px) [--composer-overlap-px:28px] grow flex" data-voice-floating-orb-focus-background=""> <div class="flex flex-col text-sm"> <div class="qMYqUG_convSearchResultHighlightRoot"> <div class="" data-turn-id-container="request-6a2162d2-9fa4-8384-bf23-58c633f0f5a3-0" data-is-intersecting="true"> <section class="text-token-text-primary w-full focus:outline-none has-data-writing-block:pointer-events-none [&amp;:has([data-writing-block])>*]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-6a2162d2-9fa4-8384-bf23-58c633f0f5a3-0" data-turn-id-container="request-6a2162d2-9fa4-8384-bf23-58c633f0f5a3-0" data-testid="conversation-turn-4" data-scroll-anchor="false" data-turn="assistant"> <div class="text-base my-auto mx-auto pb-10 [--thread-content-margin:var(--thread-content-margin-xs,calc(var(--spacing)*4))] @w-sm/main:[--thread-content-margin:var(--thread-content-margin-sm,calc(var(--spacing)*6))] @w-lg/main:[--thread-content-margin:var(--thread-content-margin-lg,calc(var(--spacing)*16))] px-(--thread-content-margin)"> <div class="[--thread-content-max-width:40rem] @w-lg/main:[--thread-content-max-width:48rem] mx-auto max-w-(--thread-content-max-width) flex-1 group/turn-messages focus-visible:outline-hidden relative flex w-full min-w-0 flex-col agent-turn" data-conversation-screenshot-content=""> <div class="flex max-w-full flex-col gap-4 grow"> <div class="min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal outline-none keyboard-focused:focus-ring [.text-message+&amp;]:mt-1" data-message-author-role="assistant" data-message-id="f35490bf-d802-427a-b00e-89fb0be03526" data-message-model-slug="gpt-5-5" data-turn-start-message="true"> <div class="flex w-full flex-col gap-1 empty:hidden"> <div class="markdown prose dark:prose-invert wrap-break-word w-full light markdown-new-styling"> <h3 data-section-id="ikucrf" data-start="614" data-end="634">Benefits &amp; Perks</h3> <p data-start="636" data-end="783">💰 Competitive compensation (If you are located in Poland, the compensation for this role are approximately 8,700 PLN gross per month).</p> <p data-start="785" data-end="878">🚀 Exciting Career Growth: Unlock tremendous opportunities in a fast-scaling, global company.</p> <p data-start="1013" data-end="1130">🌴 Generous Time Off: 20+ PTO days, Birthday off, all Paid State Holidays, plus 6 dedicated Self-care days each year.</p> <p data-start="1132" data-end="1216">🏥 Comprehensive Insurance: Health, Medical, and Life insurance to keep you covered.</p> <p data-start="1218" data-end="1347">🏡 Support for Remote Work: Home office setup allowance, Mental, Physical health &amp; Learning budget, plus Communication allowance.</p> <p data-start="1349" data-end="1469">🎉 Culture &amp; Connection: Join team-building activities, online and offline off-sites, and memorable office celebrations.</p> <p data-start="1471" data-end="1604">🐼 People-First Environment: Be part of a supportive, inclusive, and vibrant Pandas team that celebrates collaboration and diversity.</p> <p data-start="1606" data-end="1705">Remote-first approach with the option for hybrid work from our offices in Kyiv, Warsaw, and Lisbon.</p> <p data-start="1707" data-end="1901">We value long-term collaboration, whether through a standard employment contract, Employer of Record (EOR), or B2B arrangement. Please note that contract types and benefits may vary by location.</p> <p data-start="1903" data-end="1944">Work schedule aligned with EU time zones.</p> <p data-start="1946" data-end="2001">Honest, open culture that values constructive feedback.</p> <p data-start="2003" data-end="2098">Professional and personal development opportunities within a collaborative and supportive team.</p> <p data-start="2100" data-end="2216">Stable yet growing SaaS product offering an agile environment, ownership, startup energy, and meaningful challenges.</p> <h3 data-section-id="107vtty" data-start="2218" data-end="2248">Equal Opportunity Employer</h3> <p data-start="2250" data-end="2539">PandaDoc is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants regardless of race, national origin, religion, gender, age, sexual orientation, veteran status, disability, or any other characteristic protected by law.</p> <h3 data-section-id="1lgu3wc" data-start="2541" data-end="2613">Join us and be part of a Support team that customers love and trust.</h3> <p data-start="2615" data-end="2677">Apply now and start delivering WOW moments to our customers 🐼</p> </div> </div> </div> </div> <div class="mt-3 w-full empty:hidden">&nbsp;</div> </div> </div> </section> </div> </div> </div> </div>