Core Support Expert

DocuSign
Brazil
Workplace: RemoteFull timeFunction: Product ManagementEducation: bachelorsSkills: ["Customer-centricity","Communication","Composure","Collaboration","Organizational and time management"]

Serve as the primary point of contact for customers, providing proactive and reactive support for Docusign products and services. Troubleshoot issues across account access, setup, document workflows, and billing using support tools like Salesforce, Jira, and Docusign systems. Identify product improvements and bugs, communicate timely updates, meet service-level goals, and advocate for customer feedback while collaborating with internal teams to resolve cases.

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FursaFursa
DocuSign
DocuSign
20 hours ago

Core Support Expert

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Serve as the primary point of contact for customers, providing proactive and reactive support for Docusign products and services. Troubleshoot issues across account access, setup, document workflows, and billing using support tools like Salesforce, Jira, and Docusign systems. Identify product improvements and bugs, communicate timely updates, meet service-level goals, and advocate for customer feedback while collaborating with internal teams to resolve cases.
Location: Brazil
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Deliver proactive and reactive support to customers, partners, and internal teams to resolve issues and subscription inquiries for Docusign products and services.
  • •Handle incoming support channels (e.g., telephone and chat) to troubleshoot customer inquiries, including account access, setup, document workflows, and billing.
  • •Use support tools and resources (including Salesforce, Jira, and Docusign proprietary systems) to resolve customer queries.
  • •Identify product improvements and bugs, and discover opportunities to enhance the customer experience.
  • •Meet customer support service level goals and manage customer communications with timely updates; advocate for customer feedback within the organization.

Key Requirements

  • •Fluent in Portuguese and English.
  • •Bachelor's degree or higher in a relevant field.
  • •3+ years of customer-facing role experience (e.g., hospitality, customer service).
  • •Familiarity with troubleshooting in a web-based environment and modern markup/programming languages (e.g., XML, JavaScript/jQuery).
  • •Experience with Jira and Salesforce for case management and log analysis/network tools (e.g., Fiddler, HAR Analyzer).
Experience:Customer service
Education:Bachelor's
Skills:Customer-centricityCommunicationComposureCollaborationOrganizational and time management
Languages:PortugueseEnglish
Tech Stack:SalesforceJiraXMLJavaScriptJQueryHTTPJSONIISHTMLCSSFiddlerHAR AnalyzerBrowser developer toolsWindowsApple operating systems

Company Brief

DocuSign
Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.
Industry: LegalTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2003
Glassdoor
Glassdoor: 3.6
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