Core Support Expert

Location: Brazil

Department: Customer Success, Consulting & Support

Work Mode: Remote

About the Role

DocuSign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use DocuSign solutions to accelerate business processes and simplify lives through intelligent agreement management. As the #1 company in e-signature and contract lifecycle management (CLM), DocuSign unleashes business-critical data trapped in documents, connecting it to systems of record to save time, money, and opportunities. Join our innovative culture where trust, equality, and customer obsession drive us to make the world more agreeable. The Core Support Expert is a pivotal individual contributor role within DocuSign's Customer Success, Consulting & Support team, reporting to the Director, Digital Customer Support. As the primary point of contact, you'll act as a strategic advisor, embodying technical proficiency in e-signature and CLM solutions, customer-centricity, and collaborative spirit. You'll educate, troubleshoot, and delight customers by resolving technical inquiries, billing issues, and workflow challenges, while bridging gaps between customers and internal teams. By channeling feedback and partnering cross-functionally, you'll enhance support practices, drive product improvements, and empower customers to maximize DocuSign's value, fostering satisfaction and loyalty in a remote designation. In this role, you'll deliver proactive and reactive support across channels, leveraging tools like Salesforce, Jira, and DocuSign systems to handle account access, document workflows, and subscriptions. Identify bugs, promote services consultatively, exceed SLAs, and advocate for customer needs to fuel innovation. With fluency in Portuguese and English, plus a customer-facing background, you'll thrive in our dynamic environment, contributing to a world-class support experience that aligns with DocuSign's commitment to excellence.

Key Responsibilities

• Deliver proactive and reactive support to customers, partners, and internal DocuSign teams, resolving issues related to e-signature workflows, intelligent agreement management, subscriptions, and product services
• Handle incoming support channels (telephone, chat, email) to troubleshoot inquiries on account access, document setup, workflows, billing, and integrations
• Utilize tools such as Salesforce, Jira, and DocuSign proprietary systems to efficiently diagnose and resolve customer queries
• Identify product improvements, bugs, and opportunities to enhance the customer experience with DocuSign's e-signature and CLM solutions
• Promote DocuSign products and services through consultative discussions, evaluating customer needs to drive adoption and upsell opportunities
• Meet and exceed DocuSign Customer Support service level agreements (SLAs) for response time and resolution
• Manage ongoing communication with customers, providing timely updates and ensuring effective issue resolution
• Act as a customer advocate by channeling feedback into the organization to improve products and support practices
• Collaborate with cross-functional teams to expedite resolutions and contribute to continuous improvement initiatives
• Provide product knowledge training and engagement guidance to internal peers

Required Qualifications

• 2+ years of related experience in customer support or technical assistance
• High School Diploma or equivalent
• Fluent in Portuguese and English (written and spoken)
• Proven experience in a customer-facing role, such as hospitality, customer service, or sales support
• Demonstrated ability to maintain composure in high-pressure situations and communicate clearly with internal teams and external customers
• Superior oral and written communication skills in a professional environment
• Strong organizational and time management skills with the ability to prioritize multiple tasks

Preferred Qualifications

• Multi-lingual proficiency in additional DocuSign supported languages (French, Japanese, German, Spanish, or Italian)
• Familiarity with SaaS products, e-signature solutions, or intelligent agreement management platforms
• Experience using support tools like Salesforce, Jira, or chat/telephony systems
• Background in promoting software products through consultative sales discussions
• Prior exposure to billing, subscription management, or account setup processes in a tech environment

Required Skills

• Technical proficiency with SaaS platforms and troubleshooting methodologies
• Expertise in e-signature technologies and intelligent agreement management
• Salesforce CRM navigation and case management
• Jira for issue tracking and bug reporting
• Chat and telephony support tools
• Fluent Portuguese and English communication
• Customer-centric problem-solving and empathy
• Composure under pressure in critical situations
• Superior oral and written communication
• Self-motivation and goal-oriented mindset
• High collaboration across teams
• Creative thinking for process improvements
• Excellent organizational and time management
• Product promotion and consultative selling
• Feedback analysis and advocacy
• Cross-functional teamwork

Benefits

• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with company match
• Unlimited PTO and flexible remote work options
• Professional development stipend for courses and certifications
• Stock purchase program and employee stock options
• Wellness programs including mental health support and fitness reimbursements
• Parental leave and family planning benefits
• Volunteer time off and charitable matching programs
• Global employee assistance program for personal and professional support

DocuSign is an Equal Opportunity Employer.