Company Overview
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 the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you'll do
As an Account Services Expert, you will play a key role in supporting customers across multiple channels by resolving complex account, subscription, and billing issues. You’ll act as a trusted resource to guide users through our systems, helping drive adoption of the Docusign Agreement Cloud while ensuring timely and accurate resolutions. Your ability to simplify the complex, maintain strong attention to detail, and collaborate across teams will help deliver an exceptional customer experience.
This position is an individual contributor role reporting to the Director, Account Services.
Responsibility
Support customers via phone, email, and chat, focusing on resolution, education, and customer satisfaction
Manage complex account, subscription, and billing scenarios, including adjustments and escalations
Maintain thorough case documentation and consistently meet or exceed service-level goals and KPIs
Collaborate with cross-functional teams, including Sales, Billing, Operations, and Product, to deliver high-quality outcomes
Identify trends, product gaps, and process inefficiencies, and share feedback with internal teams
Promote Docusign solutions through consultative conversations and product education
Contribute to a strong team culture and support operational excellence through peer collaboration
Job Designation
Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.
Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.
What you bring
Basic
- Bachelor's degree or equivalent work experience
- 2+ years of experience in customer service, sales support, or subscription support roles
- Experience with SaaS platforms and tools
- Fluent in English and French
Preferred
- Experience in a SaaS or subscription-based business
- Experience supporting customers in high-compliance or regulated environments
- Working knowledge of Salesforce or similar CRM platforms
- Strong written and verbal communication skills with the ability to explain complex topics clearly
- Demonstrated ability to resolve account issues and maintain composure in high-pressure situations
- High attention to detail and ability to navigate ambiguous customer scenarios
- Strong team player with proven ability to collaborate across functions
Life at DocuSign
Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
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