DocSend is looking for a Customer Support Associate to join our growing team! With over 15,000 paying customers, we’ve created an incredible customer experience from product to support, and we have the team and performance to prove it.
In this role, you’ll be the key liaison between our customers and the DocSend team. From helping quickly respond to all customer inquiries to helping other cross-functional teams, you will be the voice of all things DocSend. The ideal candidate can work seamlessly between different support channels and can take initiative on projects that can help improve the DocSend experience for customers.
Excited to join a growing and successful team? We’d love to chat!
What You’ll Do
Become a product specialist on all things DocSend
Provide ongoing world-class support, averaging < 2-hour response time and 95+% satisfaction rating through all channels such as phone, email, and chat
Help identify and update DocSend’s Help Center and internal knowledge base
Help identify trends and aggregate customer feedback to surface issues to the product team
Effectively identify potential sales opportunities and communicate them to the sales team
Use a nominal monthly budget for “random acts of awesome” for DocSend customers
What You’ll Need to be Successful
College degree, or equivalent work experience
2-3 years in a customer facing role
Familiarity with supporting a SaaS product
Outstanding written and verbal communication skills
High attention to detail
A beautiful office in the SF Financial District (when we reopen due to COVID-19), we are open to remote employees as well.
Awesome medical/vision/dental package including complimentary membership to One Medical Group
Smart, engaged co-workers who value their time together and support each other’s growth
Company retreats, monthly game nights
Flexible paid time off (PTO) policy
Dog friendly office
Learning and development budget
Remote Friendly Culture
Some things we’re proud of
Product-first culture: We’re a product-driven company. Our three founders all come from a product background, and we pride ourselves on relentlessly needfinding to better understand our and future current customers – and provide them with a product that they love. Don’t believe us? Check out our reviews on G2 Crowd.
Team: We pride ourselves on our fun, welcoming environment where every member of the DocSend team can thrive. Our goal is always to cultivate a high impact, low ego team culture that is smart and curious, and embraces diversity, inclusion, and equity every step of the way. Whether it’s our founders holding weekly office hours or getting the team together for our monthly all hands meetings, we’re always looking to provide ways to engage with another, no matter your role or department.
Industry leadership: DocSend regularly shares industry-leading data on the state of startup fundraising both through our Pitch Deck Interest Metrics where we monitor the health of startup fundraising during COVID-19, and The Funding Divide where we’re using our data to highlight inequalities in startup funding.
World-class customers: DocSend powers the most critical documents at some of the largest media and technology brands in the world, some of the most innovative startups that are shaping our future, and many forward-thinking executives from a wide array of industries around the world. We’re honored to support them, and we strive every day to enable them to achieve their mission.
Intentional growth: Our team growth aligns with our long term, sustainable business model. While we have grown significantly in the last few years (our team is currently at 50+), our growth is calculated to ensure we maintain our positive company culture and provide lasting opportunities to folks on our team (50% of our leadership team has been promoted from within the company).
DocSend is proud to be an equal opportunity employer dedicated to pursuing and hiring a diverse workforce.
Senior Public Policy Specialist
WikimediaWikimedia is a global movement whose mission is to bring free educational content to the world.