My name is Corey, and I’m one of our Customer Support Team Leads overseeing half of our amazing support team in the US. I started with PandaDoc back in November of 2019 and left for a short period last year before returning in October. I started in Sales and eventually landed in Support where I found my home.
Sales taught me a lot about the space we’re in and how we position ourselves to prospective customers. After learning about our current customer base and most common PandaDoc workflows, I transitioned into Support. Support is where I really learned our product inside and out and how to continuously deliver a world-class customer experience.
If you don’t know much about our Customer Support, we provide 24/7/365 support. We have an amazing global team of about 45 people including the frontlines and Level 2 that make this level of support possible. Our frontline team (L1) is your first contact when reaching out to support. When something requires more technical assistance, it will get escalated to our Level 2 team.
The most important part of my day-to-day is supporting my team and making sure they have what they need to best serve our customers. Whether that’s answering product questions, helping on complex tickets, providing feedback in 1-on-1s, or handling escalations. I find a lot of fulfillment in having the opportunity to empower and develop my team. I get to see them use that to serve our customers better and grow in their careers. The other part of my role is overall Support strategy working with our leadership team. We meet weekly to strategize how we can better serve our customers, streamline processes, and improve the employee experience. With that said, if you ever have feedback on how we can improve, please fill out the survey you receive via email after your interaction with our team.
If you ever encounter any questions or concerns about your PandaDoc account, reach out to our Support team through our live chat or by opening a ticket from your PandaDoc account. We are happy to help. Don’t forget to show the Support agents some love. They work hard to ensure you’re successful with our product.
Next week, you will hear from one of my prior managers here at PandaDoc, Sara Rodriguez, who’s a Technical Account Manager. Sara is passionate about helping PandaDoc users overcome challenges and technical barriers in their workflow.
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