Customer Support Specialist
New
P
PandaDocSaaS
Remote (Poland), EU time zonesFull-TimeMiddle
Salary8,700 PLN per month
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Job Details
- Languages
- Advanced in English
- Experience
- 2+ years
- Required Skills
- JiraRESTful APIsCRMCustomer supportSaaSSlack
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 with an ownership mindset.
- Comfortable working in a fast-paced SaaS or startup environment.
- Proficiency in juggling multiple tools and platforms such as Intercom, Slack, and Jira.
- Open to fixed shift, schedule slots, and occasional holiday coverage.
- Curious about new technologies and AI.
- Independent and solutions-driven.
Responsibilities
- 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.
- Collaborate with Tier 1 and Tier 3 teams to ensure smooth handoffs and resolutions.
- Own technical investigations end-to-end including CRM integrations and API behavior.
- Maintain high performance across support KPIs.
- Identify opportunities and execute effective hand-offs to the Revenue team.
- Act as a mentor for new hires and junior agents.
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